Geoff Gray MBE, MBCS. Sustainable Information Management

Transcription

1 Geoff Gray MBE, MBCS Sustainable Information Management

2 Linked Alison North s presentation in October which provided food for thought over other possibilities available. Elizabeth Shepard s presentation in Dec on opportunities. The IRMS conference theme of Agents of Change. March IRMS Bulletin article Jones Lukose Ongala Records and Information Management and TOGAF

3 Intro What do I do? Corporate Information & Records Manager Lewisham Homes - ALMO What do I class myself as doing? Information Management but does this cover: Information Exploitation Records Management Information & Knowledge Management Information & Records Management Information Governance

4 What do I do according to wiki? Information management (IM) - a cycle of organisational activity: the acquisition of information from one or more sources, the custodianship and the distribution of that information to those who need it, and its ultimate disposition through archiving or deletion Records management (RM) - organizational function devoted to the management of information in an organization throughout its life cycle, from the time of creation or inscription to its eventual disposition. This includes identifying, classifying, storing, securing, retrieving, tracking and destroying or permanently preserving records Knowledge management (KM) - process of creating, sharing, using and managing the knowledge and information of an organization. It refers to a multidisciplinary approach to achieving organisational objectives by making the best use of knowledge. Content management (CM), iprocesses and technologies that supports the collection, managing, and publishing of information in any form or medium. When stored and accessed via computers, this information may be more specifically referred to as digital content, or simply as content Information governance (IG) - set of multi-disciplinary structures, policies, procedures, processes and controls implemented to manage information at an enterprise level, supporting an organization's immediate and future regulatory, legal, risk, environmental and operational requirements.

5 What have I done as an IM Information Management Records Management Information Governance Data Protection & Information Rights Information Security Change Management Risk Management Business Processing Modelling Information Flow Capture Enterprise Architecture

6 What I have learned Measured approach: Understand the organisations business & priorities Evaluate the information environment& communities Establish & analyse the organisations information needs Elicit & model the organisations processes & information flows Improve the information flows that support decision making Design and deliver a realistic and implementable IM Plan Support Information Admin (IAdmin): Information ways of working (IWoW) Information storage & retrieval Information Assurance

7 Where I have done it RAF Electronics Engineer - Computer and information systems MOD -Information Management? 2004 UK operational medical records SharePoint & Meridio Implementations MOD Classification scheme IM UK Operations & Overseas bases. EU humanitarian missions & Swedish Military NATO IM Development Iraq Inquiries system Afghanistan Collaborative Environment. Local Government NHS Trust

8 IM Plan

9 Sustainable Information Management

10 Digital Transformation Vision By 2020 every resident will have access to manage their housing needs, anytime, anywhere, and any way they choose

11 Digital transformation Two major challenges were identified: legacy systems and the scale of change required. Quality of our information. We identified were we want to be: Great customer experience. Enriched and responsive resident portal with resident apps for smart device. Innovative mobile working and self-service applications. 2 way Mobile apps for field workforce replacing paper forms and delivering end-to-end information flow. A 360 degree view of all our key data, to all of our organisation. staff can see all records about a property, resident and related finances from a single view An innovative mind-set throughout our work. Without good quality and free-flowing information we will never deliver our vision

12 External Digital Data LBL External Housing System Asset Management Record store Internal Digital Data Asset Mgmt Task system Contractor Housing Benefit System Fileshare (Letters & Docs) Repairs Contractor system Contractor Contractor payments Contractor Payments Housing Management System Corporate Contractor Payroll System Business reporting system ICT Helpdesk Complaints system LBL Digital Standalone Data HR system Rent Cards Income Residents Portal Income system Finance records Call system Financial Models: Databases and Spreadsheets Finance system Payment system Geo system Geo system Internal Digital Standalone Data Paper Records Telephony EDRM Environ Serv Assets Prime Assets Active Directory Teams H&S H&S Held in Off-Site Storage (76,000) Held in filing cabinets Shared Drives Spreadsheets various BOBETTE Intranet EXCHANGE Training system ICT management H&S

13 Interim State Resident portal w/ Mobile apps Enterprise Digital platform Bi directional information flow Mobile Apps for staff enterprise service bus External Digital Data Internal Digital Data LBL External Housing System Asset Management Record store Asset Mgmt Task system Contractor Housing Benefit System Fileshare (Letters & Docs) Repairs Contractor system Contractor Contractor payments Contractor Payments Housing Management System Corporate Contractor Payroll System Business reporting system ICT Helpdesk Complaints system LBL Digital Standalone Data HR system Rent Cards Income Residents Portal Income system Finance records Call system Financial Models: Databases and Spreadsheets Finance system Payment system Geo system Geo system Internal Digital Standalone Data Paper Records Telephony EDRM Environ Serv Assets Prime Assets Active Directory Teams H&S H&S Held in Off-Site Storage (76,000) Held in filing cabinets Shared Drives Spreadsheets various BOBETTE Intranet EXCHANGE Training system ICT management H&S

14 Future State Mobile Apps for staff Resident portal w/ Mobile apps Staff 360 view tenants and property Bi directional information flow enterprise service bus HR Asset management CRM Housing Management System DRS Integra SharePoint / Skype

15 Scenario Information held in various information storage buckets with no agreed structure Limited governance in place Information is known only by a few and therefore withheld from the many Reliance on staff knowledge to know where information is held to enable searching. Staff knowledge is cognitive and therefore not documented o best case scenario is that it is plural and some staff remain with the knowledge o worst case scenario is that it was singular and the staff member has left, therefore it is lost. DMS File server

16 Information Management Goal Getting it right The right info, at the right time, in the right place, in the right way to the right person. In practice this means staff, residents and other stakeholders will have the ability to access information they require as when and where they need it and can trust in its accuracy and authenticity. The bedrock of any IM framework is the implementation of clear principles

17 Getting it wrong General Consequences: Breaches of DPA can produce fines of up to 500k (May 2018 > 800K) and could lead to a prosecution. Poor Health & Safety information can lead to Unlimited fines Bad Reputation - can lead to contractual issues. Poor financial recording can lead to financial losses

18 Principles Support Structure Information management lifecycle Sustainable Information Management framework Accountability Controls Assurance EMT CEO SIRO IAO Staff 3 rd -party Policies Legislation Asset Register. Training (DPA, H&S) Ext. Audit Int. Audit Risk Register ICT Monitoring Perf. Monitoring ICT Board Corporate Information & Records Manager Audit, Risk & Compliance Manager Performance Manager Information Ownership Key Information Single version of truth information Quality Definition Information Architecture

19 FOI Info Classification DPA Info Risk Records Mgmt IM IG Framework Audit & Risk Committee ICT Board Retention & Disposal Protective Marking SML Info Sharing Info Sec Incident Info Sec policy & procedures roles & responsibilities SIRO IAO Head of ICT DPA Sys Asurance CIRM Accept Use Information Governance ARCM Performance Key Info Register Info Asset Register FOI Key Info Risk Register Info Risk Register DPA Business Intelligence Reporting Outputs lines of work RM Key Info Info Assets Audit plan Info Sec Info Risk FOI / DPA Monitoring Audit Classification Scheme BI Retention & Disposal

20 SIM Project Plan

21 Key Information Information is important in everything we do, but some will have a substantial major impact if it is not accurate. This information is called Key Information (KI) Two levels of KI need to be identified based on the accuracy required of the KI Critical KI if it must be 100% at all times. Serious KI if it must be >80% at all times. Not managing KI can have a serious Legislative, Reputational and Financial impact. The first phase of the SIM project is to work with all areas in the capture of KI, its ownership and location.

22 Critical Key Information examples Health & Safety documentation - if not accurate could result in serious injury or loss of life. Fire Risk Assessments Gas Safety Check records Financial recording - if not accurate could lead to significant financial losses. Invoices raised > 100K per annum such as from Major Works & Repairs Rents & Service Charges (to be charged). Sensitive personal information (Residents & Staff) loss or unauthorised disclosure is a serious DPA breach. Safeguarding information Staff confidential records about religion or health. Legal documents within the Housing Records Tenancy Agreements Leasehold Section 20 notices

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25 Business Process Mapping Business process mapping refers to activities involved in defining what a business entity does, who is responsible, to what standard a business process should be completed, and how the success of a business process can be determined.

26 Business Process Map - Tenancy Sign up

27 Tenancy sign up KI Involvement

28 SIM KI capture informing the Digital Transformation Program

29 Enterprise Architecture Enterprise architecture applies architecture principles and practices to guide organizations through the business, information, process, and technology changes necessary to execute their strategies. Without the enterprise architecture in the form of the TOGAF model, it is highly likely that all concerns and requirements to implement an IRM Policy would not have been considered nor met. - Jones Lukose Ongala

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31 IM Maturity Model Tool The results from the tool has enabled us to: Identify strengths and weaknesses in IM Prioritise areas of IM that need attention Assist in setting goals for IM capability and skills development Support a case for resources or initiatives to improve information and records manage

32 Questionnaire The questionnaire was divided into 4 parts and consisted of a total of 17 questions about different aspects of IM. People covering the extent to which knowledge, skill, experience and attitude of staff contribute to good IM. Organisation the context in which IM operates and the support IM receives from management. Information Lifecycle & Quality management of information assets and the long term access to quality information. Business Systems & Processes. Electronic and manual systems and processes that support IM practices

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