Under Department of Health mandatory requirements, Primary Care Trusts need to ensure that data received from their contracted healthcare providers is fit for the purposes of supporting capacity planning, commissioning decisions and monitoring clinical and financial performance. With a standard data model that starts with 250-plus fields, rising to over 1,000, this is no easy task.

County Durham PCT has demonstrated best practice in the way it is managing patient information in order to support its commissioning of high quality health services for local people. This presentation will show how data streams with differing processes and quality standards are being brought together within an automated process to create a modern business intelligence system.

With significant growth targets to reach and a strong need to retain customers, Sky relies on accurate, up-to-date and actionable data to drive its business. Poor quality data also has an impact on costs through failed engineering calls and missed opportunities.

To support its central customer and prospect database, Sky has adopted an innovative and industry-leading data quality programme. Among the tools it has developed to support this are the Multiple Dwelling Unit data set – a previously unavailable insight – using external data and matching algorithms.

This session will look at how the Olive database is maintained as a critical business resource through cutting-edge data stewardship.

TUI Travel plc recognised very early on the need to get a holistic view of its customers, in order to stay ahead of the game in a very competitive and fast-changing industry. Analysing customer behaviour and using customer data to develop highly-personalised and relevant interactions will enable the business to improve the customer’s experience, developing retention and generating valuable incremental sales.

To support this, TUI Travel developed a Customer Single View (CSV) database capturing in one unique system all the customer-related information. This presentation will show why this very flexible data model was needed by TUI Travel and how it was built, detailing the challenges encountered throughout the process.

It will then explain what activities TUI Travel was able to put in place, demonstrating all the advantages of such a model: from customer insight development benefiting the entire business, through incremental sales generated by improved direct marketing activities, to significant running cost reductions (economy of scale) and streamlined work processes. Finally, it will show the future developments planned for the CSV that will enable the business to capitalise on this competitive advantage.

Complex organisations have complex data sources and structures. All the more important, then, to ensure the right data governance structures are in place to ensure data is used in a secure, compliant and accurate way. So how do you get buy-in across the organisation for the introduction of data governance?

Providing insights from a live and ongoing project, this presentation will look at how to get a programme off the ground, from framing the terms of reference to pulling together the resources and teams required. Everybody accepts data governance is a good idea – so why does nobody want to pick it up and own it?

This keynote address will address principles of establishing a data governance framework, including creating terms of reference, charters and defining roles.  Moving from theory to practice, Ben will reflect on his own experiences and share practical considerations for success.  

One of these success factors is to put data governance in the context of a critical organisational objective, and Ben will share some of the outcomes he has observed.  These include improvements to customer profitability, customer pricing and customer service strategy.  These will help to build the business case and create the momentum and drive needed to embed new process and discipline around data management.

Liz worked at the National Theatre in various marketing roles; then briefly with the UN on the first Mozambican General Election, before travelling through East Africa.  She landed her first job at Comic Relief in 1995.   Working to the CEO, she was involved in many and various projects such as managing an application to the Millennium Commission for a comedy theme park, and the publication of two JK Rowling books.  After a secondment to the volunteering charity, TimeBank, as Campaign Manager, Liz returned to Comic Relief to take up the position of CRM Manager, a position she has held since 2002.