1. MIIS in the Real World - MIIS at Centrica Mathew Rawlings Designer

2. Agenda The bit about Centrica What were the business drivers? How did we approach solving the issues? What was the solution? MIIS in Centrica’s ‘Real World’

4. Centrica Centrica Group turnover of £18.3bn in 2004 Downstream – 28.4 million Domestic and Business customers – Gas – Electricity – Home Services (Installations, Maintenance, Plumbing & Drains) – Telecoms – Financial Services Upstream – Gas production – Gas Storage – Electricity Generation

5. Centrica Information Systems Hundreds of applications supporting a diverse business 50,000+ Employees Seven Countries 3 Continents UK Permanent Staff turnover 20% annually (30,000) UK Non-perm Staff turnover 150% annually (6,000) Majority of staff concentrated in Contact Centres

6. EDQM – Our project Employee Data Quality Management – What were the issues? for IS, HR and the Business

7. What were the issues? Island s of data No one system ‘masters’ data Across Islands Easiest solution - create new island Proliferation No visibility of data Employees can’t see their personal data Within islands Inconsistent No-one can see one Organisation Structure Re-keying Replication of data No ability to report across systems

8. What were the issues? Inconsistent/ broken data models Requires more updating than necessary Data Model s GUI rules not equivalent to Data model Rules Inappropriate attribute allocations Small changes require multiple updates

9. What were the issues? Ownershi p Who updates data e.g. Location No-one owns data Lack of clarity Multiple Owners Process Role Data Islands Diverge Data Stagnates

10. What were the issues? Identity Management Who does an electronic record physically represent? DPA Password Management Multiple Identities

11. What were the issues? Process How do we change data - not defined Lots of time wasted re-keying Employees waste time trying to find out how - every time Post/Telephone Based One process per Island No cross Island process

12. The Proposal Define ‘Master View of the Employee’ Accurate, joined employee data Automated user provisioning Employee Self Service capability Rules based provisioning License control Common processes across Centrica Accurate headcount and reliable MI

13. The Proposal Deliver ‘Master View of the Employee’ Clean Organisation Data in HR Match records to DPA standards across HR and IS systems Data cleanse of Directory service Improve Reference Data capability Deliver processes and ownership for Data Management Provide access to data for Self Service/ Update

14. Core focus of project -major people data repositories- HR eDirectory Portal CRM Billing Telephony eGuide AD GUI NT Domains email (UK) (Global)

15. HR 30.000 Employee Records eDirectory 50.000 Active Accounts Permanent Staff IS Contractor s Agency Non-IS Contractor s 3 rd Party Partners Centrica Population – UK

16. HR eDirectory Permanent Staff IS Contractors Agency Non-IS Contractors 3 rd Party Partners Permanent Staff IS Contractors Agency Non-IS Contractors 3 rd Party Partners = Matching Identities StaffMatch

17. Matching Identities HR eDirectory Portal CRM Billing Telephony eGuide AD NT Domains email (UK) (Global) 1 Physical person

18. Driving user provisioning via the organisation structure Get the Organisation Structure right – Visibility of the structure – Efficient business processes to maintain structure in constant flux – Business Managers must maintain the structure not HR or IS Deliver the Non-Permanent organisation into the HR organisation structure All users “mastered” in one system All users driven through same provisioning system & processes

19. Deploying MIIS HR eDirectory MIIS ADA M Admin Gadget Reference Data GUI Extensible Management Agent Oracle Management Agent Novel eDirectory Management Agent ADAM Management Agent LDAP SAP.NET connector Existing Permanent Employees Non-Permanent and Non-Uk

20. Implementation timescales Q3 2003 Q1 2004 Q3 2004 Q1 2005 Q2 2004Q4 2004Q2 2005 ’Master View’ born Employee Data Model Begin StaffMatch Q3 2005 MIIS Go-Live Engage OCG Define Environment Build Environment Design MIIS Solution Design SAP – Novell connector

21. The future for MIIS in Centrica UK HR eDirectory MIIS ADA M Admin Gadget Reference Data UK AD NA AD eGuide NA HR HelpDesk Task Scheduling

22. Thank You Q&A