Case Study: Information Quality Policy

A State Government department uses over 2.5 million data records to administer a variety of levies related to property. But suspect data quality was affecting business intelligence and leading to flawed forecasts and decisions. The large amounts of receipt money involved, considerations of equity and political implications made improving information quality a critical issue.

The Problem

The department estimated that up to 20% of the property data records were inaccurate. They needed an assessment of their data quality and a plan to both improve it and safeguard data integrity in the future, while actively involving departmental staff in the solution.

The Solution

The Mastersoft solution was implemented in three steps:

1.    Data Quality Assessment - a detailed assessment took place through sampling of the database, quantifying data quality by establishing metrics and interviewing staff and other stakeholders. Estimates were made of the costs of correcting data errors and a business case was presented to the department for the implementation of an information quality solution.

2.    Implementation and process changes - a data integrity solution was installed with a combination of NADIS SearchMaster and ScrubMaster products and other tools. Data collection methods and other processes were improved in consultation with staff to bring in efficiencies and reduce scope for errors.

3.    Rollout of Information Quality Policy  - an information quality policy was developed with data quality standards and a methodology for maintaining them. Training for staff focused on creating awareness of information management issues and advocacy to enforce policy.

The Benefits

More reliable property records and a department-wide commitment to an information quality policy have brought in an estimated $12.5 million of extra revenue to the department, as well as cost reductions of another $1.8 million. And as complaints from property owners have reduced, the administration of levies has become a more equitable and politically safe exercise.

About Mastersoft

Mastersoft develops and delivers market-leading products that enhance customer information integrity and customer communications. For more information about Mastersoft solutions, please email infomsi.com.au