Here is a selection of some of my work projects. Recent work has been with Business Intelligence Consulting, where I am a senior consultant. The remainder was completed during my time with Telstra Corporation (oldest last), where I worked as a business analyst and systems engineer in the internet area, specialising in analysis and reporting of customer activity in the online space.
Waste Management Reporting Application
Description: Our client, specialising in deploying vehicle tracking technology, was engaged to provide advanced vehicle tracking to municipal waste collection vehicles. Our brief was to deliver the entire reporting solution, from data collection to delivery of high-quality management reporting. My role centered on the requirements, specification and solution design of the web-delivered management reporting environment.
Outcomes:
- Gathered and synthesised information and reporting requirements from clients.
- Established capabilities and resources of existing reporting solution.
- Introduced documented standards for information management, ranging from archiving, publishing and auditing through security, privacy and quality assurance. (This framework has now been adopted by the client for future developments.)
- Actively helped influence the solution design with a focus on end-user information access.
Effort: 1 month at 25%
Email and Messaging Reporting
Description: A large commercial Internet Service Provider had deployed a complex email and messaging solution. Key product managers and other stakeholders required information to support management activities such as fault reporting, service level monitoring, customer usage and system utilisation.
Outcomes:
- Provided technical advice around information that could be sourced from various online systems.
- Worked with stakeholders to develop key metrics for management reporting.
- Designed a large number of complex reports, featuring graphs, tables and information panels, for management consumption.
- Advised on report publication processes and quality assurance activities.
Effort: 3 months at 10%
Clickstream Analysis Tool
Description: As the web became to be seen as another channel for interaction, it became increasingly important to realise the benefits of CRM through better understanding customers. A major source of this information is the clickstream of users moving through the web. This project seeks to capture, store, analyse and disseminate this information to deliver competitive advantage.
Outcomes:
- Provided advice on information collectable and the uses that it could be put to.
- Ensured compliance with government and corporate privacy regulations.
- Provided technical consultancy to business on web instrumentation and data architecture.
- Participated as both business analyst and systems engineer in multi-vendor corporate sourcing process (RFI/RFP/RFT).
- Proposed and built proof-of-concept for novel web instrumentation solution.
- Used the corporate-standard Online Rapid Delivery Model, a modified version of the Unified Development Process.
Effort: 12 months at 25%
ourbrisbane.com Reporting
Description: Through a strategic alliance between Telstra Corporation and the Brisbane City Council, a local government portal was delivered to the citizens of Brisbane. Of course, BCC also required appropriate business intelligence to manage their portal.
Outcomes:
- Delivered an end-to-end solution encompassing the people, processes and platforms required to operate the solution at low cost.
- Consisted of a reporting sitelet integrating key web intelligence sources and service level reporting.
- Involved co-ordinating business requirements, web development, web hosting and testing across a complex organisational structure.
Effort: 3 months at 50%
Red Sheriff Deployment
Description: Telstra makes use of external web intelligence suppliers to compete in the advertising space. The rapid deployment and testing of this service was critical for the business success.
Outcomes:
- Co-ordinated functional, load and validity testing.
- Provided direction for three testing resources.
- Managed the interface with external supplier.
- Delivered full deployment report with recommendations.
- Delivered and negotiated proposed Service Level Agreement.
Effort: 1 month at 100%
Online Communities Reporting
Description: A compelling reason to attract and retain qualified customers is through a sense of community, the goal of this project. To support this, community managers require a number of reports showing the engagement, churn, distribution of value (Customer Lifetime Value analysis) and intelligence on competitive offerings.
Outcomes:
- Gathered business requirements and designed complete management reporting solution.
- Defined novel community success measures to support business goals.
- Proposed and successfully negotiated metric/data delivery amongst vendors and Telstra delivery groups.
Effort: 3 months at 50%
telstra.com Report Publishing Environment
Description: As part of the second phase, a robust publishing environment was needed within which dozens of reports could be built.
Outcomes:
- Designed publishing process/environment with vendors BDT.
- Integrated portal metric delivery from three different sources (including external).
- Developed to business requirements a reporting architecture for Telstra’s various internet domains.
- Handed-over operations to contract resource and vendors BDT.
Effort: 2 months at 75%
telstra.com Search Engine Reporting
Description: Search is a key aspect to web interactions. Usage frequency and keyword analysis was required to gain insight into how customers were using the site. This required providing requirements to specialists at the Telstra Research Laboratory’s Customer Knowledge Lab.
Outcomes:
- Delivered daily reporting on search engine use.
- Used knowledge-discovery techniques to analyse keywords.
- Provided similar analysis for referrer searches (ie searches on other sites that drove traffic).
- Gathered business requirements and designed complete reporting solution.
- Proposed and successfully negotiated metric/data delivery amongst vendors and Telstra delivery groups.
- Delivered TRL analysis technology to commercial users.
Effort: 3 months at 25%
telstra.com Portal Reporting
Description: Telstra launched a new initiative as a major plank in its business development strategy: a web portal to bring millions of Australians online. Telstra was keen to measure the success of this large program of work by analysing visitors to the site.
Outcomes:
- Proposed, designed and delivered a system to retrieve and analyse web server logs.
- Provided daily reporting to senior managers on visitor traffic.
Effort: 1 month at 75%
BigPond Advance Churn Reporting
Description: BigPond was reviewing its pricing plans for the broadband ISP product. I proposed, designed and delivered a set of analyses to support this initative through modelling churn.
Outcomes:
- Delivered reports showing churn between pricing/tariff plans.
- Included average time in each plan, probabilities of churn and revenues.
Effort: 1 month at 25%
BigPond Advance Customer Perception of Network Performance
Description: Telstra needed to assess how well its technology was performing against customer value propositions targets.
Outcomes:
- Worked with researchers to establish a statistical model for assessing the performance of broadband IP networks.
- Mapped technical metrics to customer perception and marketing measures.
Effort: 1 month at 50%
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