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Case Study: Westward Housing - Data Quality Project

The Organisation

Westward Housing is a registered provider based in Newton Abbot, managing approximately 7,400 homes. The group has recently completed an amalgamation of its three housing entities; Tarka, Westcountry and Westward. 

In preparing for the future, the board has decided to implement a new target operating model; introducing new ways of working internally and reviewing the way in which customer services are delivered. 


The Project: 

The Issues

As the move to a new operating model increases the reliance on data, Westward became concerned that known areas of weakness in the data quality and a tendency in the creation of data silos around the business, with data being kept outside the core business applications or duplicated across multiple applications, would make the benefits of the new operating model harder to realise. The introduction of the new operating model requires easy access to reliable data and the company identified a need to manage its data more effectively.

The Approach

3C consultants completed a quality review of the data through mapping data flows following workshops with the business team members and direct analysis of the data. This identified where data was being held; and where there was a lack of completeness, a lack of consistency or a clear lack of accuracy. 3C then developed a data management strategy for the on-going management of the data, including definition of roles and responsibilities.

The development of the data management strategy was completed over a three-month period from April to June 2017 and was completed to time and to budget. Before the end of the initial piece of work, Westward Housing began planning the implementation of the actions identified within the strategy. 

A roadmap has been developed by Westward's Data Manager, identifying the individual work streams including: data definitions; data cleansing; data management processes; and a programme for the initial cleansing of the data and implementation of new data governance procedures. 3C Consultants is acting as critical friend and providing advice and support to the Data Manager in the detailed planning and development of exception reports against the new data definitions. 


The Outcomes

Westward Housing now has a clear framework for the on-going management of data, with: 

  • Clearly defined data ownership roles;
  • Oversight of data quality at Executive level;
  • A roadmap for cleansing of data and maintenance of data quality in the future 

This project ensures that reliable data will be available as the new business operating model is implemented. The Data Manager has the support needed to manage the project of implementing new data governance procedures; and both he and the Executive Management Team have access to the support of experienced consultants for any additional advice and support required. 


'3C Consultants has helped us move towards our desired ambition of high quality data, accessible to those who need it, supporting excellent customer service and evidence based decision-making. 3C Consultants have done what they said they would do, when they said they would do it, to a high standard.' 

Barbara Shaw, Chief Executive, Westward Housing