1. Customer Privacy Metric Program Overview
Presentation Title
Customer Privacy Metric Program Overview
Dan Swartwood
Data Privacy Officer, HP

2. Agenda The danger of metrics What are metrics Benefits of Metrics
Interesting privacy Stats
Types of metrics
Setting up the metric program
Challenges faced
Planning a metric program
Coordination/Testing
What we decided on
Current Metrics Used
Summary
January 1, 2019

3. The Danger of metrics
What some metrics
efforts can become
I just know there is a metrics justification is in here somewhere…..
January 1, 2019

4. What are metrics? Measures of key performance indicators.
A tool used to assess the impact of a particular project or activity to measure the extent of whether objectives and goals have been achieved.
Usually numeric (incidents declined by 25%), but can be qualitative (improve customer satisfaction levels).
January 1, 2019

5. Benefits of metrics
Ability to measure the extent and cause of privacy incidents to prevent recurring problems.
Issues are quickly identified – usually before they are major problems.
Quickly and easily shows value of the organization.
Identifies if we are meeting objectives and goals.
Provides trend analysis to further help us define areas needing improvement.
January 1, 2019

6. Customer privacy metrics must help monitor compliance and measure organizational performance.

7. Interesting privacy statistics…….
Online Americas Surveyed on February 24, 2004
56% say protecting PII is their greatest concern when online
59% worry that web sites are collecting information on them without their knowledge
64% fear their information is being sold to other companies
71% say companies should ask their permission before collecting and using PII.
Data Source: National Consumers League
January 1, 2019

8. More interesting privacy stats…….
By 2006, 20 percent to 30 percent of Global 1000 enterprises will suffer financial exposure because of mistakes in customer privacy management (0.7 probability). Gartner
By 2006, a large enterprise's typical costs to recover from mistakes in customer privacy management will range from $5 million to $20 million (0.7 probability). Gartner
Now the hard part……….
SO WHAT!!
Data Source: Radicati Group
January 1, 2019

9. HP’s Customer Privacy Metric Program
January 1, 2019

10. What challenges did we face?
Finding out what was important to management
Identifying and defining what we wanted to track and the associated rules and processes
Developing the databases to support the metrics
Timely updates to the database
Implemented an internal SLA
Weekly reports out on outstanding incidents, consultations
Presenting the metrics in an informative and meaningful method demonstrating value
Analyzing and acting on the information
January 1, 2019

11. Setting up our metric program
Identified what we wanted to track by answering these questions:
Who is the audience?
What do they care about?
Is the data useful and meaningful and tie to their/our business objectives?
What will we gain by tracking this information?
How and what will we measure?
How often do we want to report on this information?
What will we do with the information?
January 1, 2019

12. What did we do next?? Validate the plan with management
Develop documentation to expand on the metrics
Develop databases
Train the team
Communicate to the extended global team
Start a pilot effort
Validate the pilot
Expand to full metrics effort
January 1, 2019

13. Types of HP customer privacy metrics
Training and Awareness
Performance
Compliance
Consultations
Customer Satisfaction
Web
Competitiveness / Benchmarking
Incidents
January 1, 2019

14. Current metrics Used Source Description Metric Timing Consultation DB
Source
Description
Metric
Timing
Consultation DB
Consultations
# Contract consultations received
Weekly
# Program consultations received
Annual direct revenue impact ($)
Annual indirect revenue impact ($)
# Potential customers impacted
Monthly
Delta (+/-) based on previous month/qtr
% Change (+/-) based on previous month/qtr
Total # of consultations received
January 1, 2019

15. Current Metrics Used
       
Consultation DB Consultations % Change (+/-) based on previous month/qtr Monthly
Consultation DB Consultations # External consultations received Monthly
Consultation DB Consultations Delta (+/-) based on previous month/qtr Monthly
Consultation DB Consultations % Change (+/-) based on previous month/qtr Monthly
Consultation DB Consultations # Internal consultations received Monthly
Consultation DB Consultations Annual direct revenue impact ($) Monthly
Consultation DB Consultations Annual indirect revenue impact ($) Monthly
Consultation DB Consultations # Potential customers impacted Monthly
January 1, 2019

16. Current Metrics Used
CRM - TCE Survey % Commercial Customer Sat on privacy Monthly
CRM –TCE Survey % Consumer Customer Sat on privacy Annual
Incident Tracking DB s # Received for current month/qtr Monthly
Incident Tracking DB s Delta (+/-) based on previous month/qtr Monthly
Incident Tracking DB s % Change (+/-) based on previous month Monthly
Incident Tracking DB Opt-Outs # Received for current month/qtr Monthly
Incident Tracking DB Opt-Outs Delta (+/-) based on previous month/qtr Monthly
Incident Tracking DB Opt-Outs % Change (+/-) based on previous month Monthly
Incident Tracking DB Opt-Outs # Received Weekly
Incident Tracking DB s # Inquiries received via Privacy Mailbox Weekly
Incident Tracking DB Escalations # Escalations closed Weekly
Incident Tracking DB Escalations # Escalations work in progress Weekly
Incident Tracking DB Escalations # Escalations received Weekly
Incident Tracking DB Customer # Customers impacted (Escalations) Weekly
Incident Tracking DB SLA Avg. # of days to resolve escalations by BU Qtrly
Incident Tracking DB Postal Mailbox # Received for current week Weekly
January 1, 2019

17. Current Metrics Used
 Incident Tracking DB Escalations # Received for current month/qtr Monthly
Incident Tracking DB Escalations Delta (+/-) based on previous month/qtr Monthly
Incident Tracking DB Escalations % Change (+/-) based on previous month/qtr Monthly
Incident Tracking DB Escalations # of customers impacted Monthly
Incident Tracking DB Escalations Delta (+/-) based on previous month/qtr Monthly
Incident Tracking DB Escalations % Change (+/-) based on previous month/qtr Monthly
Internal Web-Site   # of hits to our home page Monthly
January 1, 2019

18. Current Metrics Used
Web Privacy Statement Link # of web pages that do not contain a link to HP's privacy statement Monthly
Web Privacy Statement Link % of errors based on total pages scanned Monthly
Web Privacy Text Search # of web pages that do not contain the appropriate text search word/phrase Monthly
Web Privacy Text Search % of errors based on total pages scanned Monthly
Web Web Beacons # of web pages that contain a web beacon Monthly
Web Web Beacons % of errors based on total pages scanned Monthly
Web Cookie Expiration # of cookies with an expiration date of < 10 years Monthly
Web Cookie Expiration % of errors based on total pages scanned) Monthly
Training DB Functional # of Presentations Monthly
Training DB # of employees/contractors trained Monthly
January 1, 2019

19. In Summary Find out what Mgt cares about Not easy to get started
Start small
Test
Modify
Train
Communicate
Reevaluate
January 1, 2019

20. Q & A
January 1, 2019