Aviva Canada -Master Data Management

Sridhar Kotari – MI Transformation Lead, Aviva Canada June 26th

Broker Data - Associated Business Problems

2

Too many Broker codes in system with Aviva !!

What does this Broker code mean ?

Wish I had only one / minimal broker code for my business with Aviva

Why is Broker setup taking too long

I need a different view / grouping of my Broker partners sales performance

Wish I could manage Broker partners contact at one place

What does these Broker codes mean ?

Brokers

Aviva Broker Maintenance Team

Aviva BD / AE

Commercial Lines Program

Where should I setup the new Broker?

It is quiet tedious and time confusing

Wish I had only one place to setup Broker information

How are the current Broker Hierarchies mapped between systems

Why do I need to setup a new Broker code ?

How do I manage security access within a Brokerage

Objectives of Broker Data Hub Initiative

Business Priority

• Provide one / minimal number of broker codes (i.e. a consolidated codes) per a brokerage office based on a new numbering scheme for improved broker experience targeting the Broker survey during Sep - Oct 2012

• Cleanup and add metadata to the existing broker codes

• Broker data maintenance to be managed in a single reference system

• Ensuring broker facing, business critical applications consume the new broker code numbering scheme

• Consolidating some of the current Broker maintenance applications into a new application

• Ensuring minimal impact to existing legacy systems

Business Priority

• Broker Data Hub readiness for Commercial Lines Program / Business Systems Transformation initiatives

Overall Scope for Aviva Broker Center

3

Broker Data Hub

Peripheral Applications

• Build the core Informatica hub for Broker Data to include current Broker hierarchies • Create the ETL processes and extracts from current systems to load the hub. Estimated 20-50

attributes will be brought to the hub • Establish the UI for supporting data stewardship • Establish services for consumption by peripheral systems • Establish inbound services to support changes to hub data

• Enhance peripheral systems to source or consume Broker hub data • Initial systems analysis • Source and consumer of Broker hub data

Policy Admin systems, Reporting System, Broker Maintenance systems • Consumer of Broker hub data

Broker Portals, Policy systems, SalesForce.com, New Web Applications etc

Data Profiling • Data profiling to be performed on existing data to identify special data requirements

Data Governance • Cleanse the broker data • Address standardization will be implemented • Define the data management process

Solution Overview

4

MDM Broker Data

Hub Solution

Architecture and Requirements Definition

Broker Data Hub Solution

Aviva Peripheral Application Solution

Data Quality & Data Governance

The Solution was designed to create an actionable Broker Data Hub Implementation Plan

Broker Data Hub – Solution Components

Core components

Enabling components

Broker Data Hub Solution • Build a flexible and extensible Broker Data

Hub solution based on Informatica MDM for Broker data

Aviva Peripheral Application Solution • Ensure Broker facing business critical

applications consume new numbering scheme • Consolidate & De-commission some of the

existing Broker Maintenance applications

Architecture and Requirements • Define the high level solution architecture for

the Broker Data Hub and the major systems impacted by Broker data consolidation

Data Quality & Data Governance • Establish the foundation for a Data

Stewardship and Data Quality Management Framework

Architecture and Requirements Definition

Provided the approach and methodology for Broker Data Hub Requirements, Strategy and Roadmap

Align Stakeholders

Identify Broker Data & Technology Gaps / Opportunities

As-Is State Data & Technology Gap Analysis

Finalize Requirements

Review Architectural Vision

Assess Organizational Readiness Develop Broker Data

Hub & System Decommission Strategy & Roadmap

Review / Architecture Guiding Principles

Prepare communication Plan

Develop Broker Data Hub Blueprint

Broker Data Hub Roadmap and Strategy

Requirements Confirmation and Architecture Planning

Identify Broker Data Vision & Value Drivers

Validate Requirements

Define Broker Data Hub

Broker Data Hub – Hierarchies Overview

Salient Features

Prev

ious

Bro

ker H

iera

rchi

es

A flexible and extensible Broker Data Hub solution based on Informatica MDM for Broker data was developed to - • Consolidate all the existing Broker hierarchies and broker attributes • Create a new Broker Hierarchy using a new number scheme • Create a set of services enabling peripheral applications to consume the MDM services in relation to all the

available broker hierarchies • Effectively leverage Informatica’s SIF & TCS’ Composite Web Services Framework for real time service

integration of hub with the peripheral systems • Use IDQ and AddressDoctor for data cleansing and validation • Leverage Aviva’s existing investment in Informatica Power Center • Exploiting Informatica Data Director & Informatica Data Controls for Aviva’s Data stewardship requirements 6

Data Access Layer

SIF APIs ORS Specific APIs

Hub Server Cleanse Match Server

MDM Informatica MDM App

BDD UI (User Exits Configured)

SIF APIs ORS Specific APIs

Exposed as CWS

Multi Threaded Access (SIP Client Pool)

Exception Handling

Logging & Auditing (log4j)

Connection Pooling (SIF)

Transaction Mgmt.

Composite WebService App (EAR)

HUB Data Store (CMX_ORS and Master database)

JMS Queue

JMS Broker

PL Policy Admin System

CL Policy Admin System

Data Mart

Others

Source Systems Business Entities

Broker create update search

Contact create update install remove transfer

Pref. create update transfer

MDM Phase 1 Business Services

Web Services (real-time) JMS (Publish-Subscribe) DB SQL* NET Connection Java Calls

Exposed Entities & operations

Batch / Real-time / Near real-time

1 2

3

4

5 9 8

6 7

WEB Service Framework

Broker Data Hub - Execution

Inputs Organization Vision

Business & IT Strategy

Information Management

Vision

Best Practices

Industry Models and Standards

Discovery & Analysis

Solution Architecture

Infrastructure Build up & Planning

Detailed Project Plan

and Estimations

Data Governance & Operating Model

Stakeholder Identification &

Analysis

Architecture Guidelines and

Reference Architecture

Infrastructure Architecture & Hardware Sizing

Identify Scope for Implementation

Assess Current State of Data

Governance & Operating Model

Current State Business

Architecture

Solution Options And alignment

Environment Set up

Set Milestones - Define objective and value from each milestone

Customize Model framework

Requirements Gathering & Analysis

& Business Consensus

Detailed Solution Design

Informatica MDM Product

Installation

Detailed Project Plan

Design To-Be DG and Operating

Model

Key Deliverables • Detailed Requirements • Solution Architecture • Informatica MDM

Infrastructure set-up • Detailed Project Plan

and scope • Governance Design • Operating Model

Broker Data Hub Solution stream will deliver an incremental Broker Data Hub capability at Aviva

Execution Plan - Summary Ite

ratio

n - 4

Ite

ratio

n - 3

Ite

ratio

n - 2

Ite

ratio

n - 1

Bu

sine

ss D

river

s

Start

Q2 2012 Q3 2012 Q4 2012

Apr May Jun Jul Aug Sep Oct Nov Dec

Broker Survey Broker Data for

Calligo Infrastructure

Readiness

Analysis

Build / DIT

SIT

Warranty UAT

Analysis

Build / DIT

SIT

Warranty

UAT

Warranty

Analysis

Build / DIT (General & other Systems)

SIT

UAT

Analysis

Build / DIT

SIT

Warranty UAT

CLP Ready

- Milestone - GO / No GO Checkpoint - Business Drivers

- Dependencies

Deliver Personal Lines cluster, 2 -4 weeks ahead of

Broker survey

Deliver Broker Data for Calligo

Deliver Broker Management systems in time for CLP

Deliver RTM systems in time for CLP

1. New Numbering Scheme 2. Existing Broker code cleanup 3. Existing broker code metadata 4. Map new numbering scheme Vs existing Broker

code

SalesForce Readiness

RTM Readiness

9

Highlights of Aviva Broker Master Hub

- Complex project delivered in 10 months end to end - On budget - Rapid delivery mechanism (Iterative Approach) - Excellent delivery team combination of Aviva

10

Market Trend – Where Is The Market Focusing?

Financial Services/ Insurance

Product Focused

Party Focused

Integrated Product/Party

Focused

Retail/ Distribution

Industrial/ Automotive

Public Sector/ Healthcare

CME

Low Medium High

11

Market Trend – Convergence on multi-domain MDM

Companies almost always start small – focus on a single business case

Success with first case brings more demand from the business

This becomes the basis for subsequent phases

Implementing a tactical project on a strategic MDM platform enables ease of future deployments

Companies spend 25-75% less on additional stage rollouts due to leverage

MDM Product

Infrastructure

Integration points

CUSTOMER to POLICY Relationship

PRODUCT to BROKER Relationship

CUST

OM

ER to

PRO

DUCT

Re

latio

nshi

p PO

LICY

to B

ROKE

R Re

latio

nshi

p

Single view of CUSTOMER

Single view of PRODUCT

Master POLICY/ACCOUNT

record

Single view of BROKER

Product

Product

Policy Product Customer

Policy Broker Customer Policy Broker

Broker Customer

12

Aviva Master Data Journey- Summary MDM Roadmap

Enhanced Broker Experience “One Broker = One Sub-Broker Code”

• Business Case • Assess Data • C-Level Commitment • Prioritize • Scope Quick Wins • Data Governance Proposal • Roadmap • Install Product

Q3, Q4-12

Accelerate the introduction of new products, bundles and promotional offers for target market segments

Q2-12

Build Foundation

Build Broker Data

Hub

Build Customer Data Hub

Operate & evolve multi-domain

MDM

Q1, Q2-13

Q3-13 & Beyond

Program Management & Architecture Oversight

Ongoing Data Governance

Transition of System Interfaces

Transition of Master Data & Life cycle Management Functionality

• Build infrastructure for Broker Data Entity

• Begin Data Quality & Data Governance Initiative

• Operationalize Quick wins • Monitor & Evaluate

• Consolidate Customer & Policy Data across LoBs

• Derive “Golden Copy” of Customer Data

• Build Customer House-holding, Cross relationship between Broker-Customer-Policy Data

• Introduce Product Data Domain

• Build relationship between Customer–Product and Broker-Product

Enable Broker networks to offer multi-policy discounts and improve customer retention

Reconcile a customer’s policy holdings, to determine the best opportunities for cross-sell and up-sell

Proj

ects

Acr

oss E

nter

pris

e

Master Data Management Evolution 13

Thank you