OASIS – Customer Information Quality (CIQ)

January 2004

John Glaubitz

Member, OASIS CIQ TC

CIQ TC Customer Information Standards

Extensible Name and Address Language (xNAL) Extensible Name Language (xNL) to define a customer’s name

(person/company) Extensible Address Language (xAL) to define a customer’s

address(es)

Extensible Customer Information Language (xCIL) for defining a customer’s unique information (tel, e-mail, account, url, identification cards, etc. in addition to name and address)

Extensible Customer Relationships Language (xCRL) to define customer relationships namely, person to person, person to organisation and organisation to organisation relationships

“x” in xNAL, xCIL, and xCRL means “extensibility” of the standards

Name and Address Complexity

The most complex “customer” data, but the most important data for customer identificationCan be represented in many ways, but still could mean the sameVery volatile - names and addresses change oftenOften cluttered when recorded Varies from country to country as it is closely associated with the geography, culture, race, religion, language, etc Addresses of 241+ Countries Represented in 5,000+ languages With about 130+ Address Formats With about 36+ Personal Name formats

xNAL: Goals

Application/Domain Independent

Truly “Global” international specification

Flexiblity in design to help any simple application (eg. Simple user registration) to complex application (eg. Address parsing and validation) to use xNAL to represent customer name and address data

Follow and adopt XML industry standards (eg. XML 1.0, W3C Schema, W3C DTD, etc) and not vendor specific XML standards (eg. XDR Schema)

Open and vendor neutral

Application Independency

The CIQ standards will not be specific to any application/domain, say, Postal services, Mailing, CRM, Address Validation, etcThe CIQ Standards will provide the customer data in a standard format that can be used by any application to do further work with the dataAny domain specific standard group, say, Postal services, can use CIQ standards and build their own standards on top of it that is specific to its postal businessAny domain specific application can use CIQ standards and build applications around it that meets its business requirements

Design Approach / Methodology

Designed by people with several years of experience in International Name and Address data management and its applications (Postal services, CRM, Parsing, matching, validation, DW, DM, Single Customer View, CIS, etc)Initially used the Name and Address XML Standard of MSI Business Solutions and Global Address XML Standard of AND SolutionsCollected and used valuable inputs from other name and address standard initiatives around the worldCollected and used inputs from real world users, applications and experts (eg. Graham Rhind of Global Address Database) of name and address dataConducted a detailed analysis and modeling of international name and address data The development of xNAL took about 2 years and is still evolving

Address Use Level Defined

–Level 0 = handwritten postal address – machine parsed

–Level 1 = “last line” - city, state, zip+ (postal code) or foreign country

–Level 2 = in country simple postal address – concatenated delivery address line(s)

–Level 3 = extended postal address – advanced features

»3A = Non-address - business volume (bulk)

»3B = delivery address field s (atomic)

–Level 4 = Rendering only - external or business to business use, e.g., shipping / delivery/bill to/marked for/in care of

–Level 5 =management – advanced features

»5A = internal management

»5B = international management

Address Horizontal and Vertical Authoritative Source & Use Matrix

L ev el 0

L ev e l 1

L ev e l 2

L ev e l 3

L ev e l 4 & 5

O A G

S tr ee t , C ity ,S ta te , Z I P

S tr ee t , C ity ,S ta te , Z I P

Machine scannedand extracted

Data entry as s im plein country address

E D I

L E GA C Y

L o c atio n , S tr ee t ,C ity , S ta te , Z I P ,

C o u n tr y , BarC o d e , P O Bo x ,

. . . . . .

Extended address,Internationaland bulk m ail

Shipping / Delivery,and Organization

Ad d r es s w ithM ail r o o m ,

lo ad in g b ay ,f ac ility lo c a tio n ,G P S c o d e , . . . .

D eliv er y I d en tif ie r ,Ad d r es s L in es ,C o u n tr y ,Ad m in is tr a t iv eAr ea ,L o c ality ,T h o r o u g h f ar e , . . . .

Facilities m anagem ent,global address system ,m ulti-lingual

H R - X M L

E C C M A

O A G

E D I

F E D E X

U P S

E D IC I Q

A = Government (Domestic)B = VendorC = International OrganizationD = CustomerE = Consortiums

D

A

B, D, E

A

C & A

Top = Authoritative source

Bottom = User and Implementers

A, B

D

B, E A, B, C, E A, C, E

xNAL: Flexibility in Design

23 Archer StreetChatswood, NSW 2067Australia

Option 1:<AddressDetails> <AddressLines> <AddressLine>23 Archer Street</AddressLine> <AddressLine>Chatswood, NSW 2067</AddressLine> <AddressLine>Australia</AddressLine> </AddressLines> </AddressDetails>

Example: Adhoc/Simple user registration, etc

Option 2:

<AddressDetails> <AddressLine Type=“Country”>Australia</AddressLine> <AddressLine Type=“AdministrativeArea”>NSW</AddressLine> <AddressLine Type=“Locality”>Chatswood</AddressLine> <AddressLine Type=“Thoroughfare”> Level 12, 67 Albert Avenue</AddressLine> <AddressLine Type=“Postal Code”>2067</AddressLine> </AddressDetails>

Example: Call Centre, user registration on web, etc

Option 3:<AddressDetails> <Country> <CountryName>Australia</CountryName> <Locality> <LocalityName>NSW</LocalityName> <DependentLocality> <DependentLocalityName>Chatswood</DependentLocalityName> <Thoroughfare> <ThoroughfareName>23 Archer Street</ThoroughfareName> </Thoroughfare> </DependentLocality> <PostalCode> <PostalCodeNumber>2067</PostalCodeNumber> </PostalCode> </Locality> </Country> </AddressDetails>

Example: Address Database Indexing and Searching, etc

Option 4: <AddressDetails Address Type= “Postal”> <Country> <CountryName>Australia</CountryName> <Locality> <LocalityName NameType="Abbreviation">NSW</LocalityName> <DependentLocality Type="Suburb"> <DependentLocalityName>Chatswood</DependentLocalityName> <Thoroughfare Type=“Street”

NumberType=“single”> <ThoroughfareNumber NumberNameOccurrence=“Before”>23</ThoroughfareNumber> <ThoroughfareName>Archer</ThoroughfareName> <ThoroughfareTrailingType>Street</ThoroughfareTrailingType> </Thoroughfare> </DependentLocality> <PostalCode> <PostalCodeNumber>2067</PostalCodeNumber> </PostalCode> </Locality> </Country> </AddressDetails>

Example: Address Parsing/Validation, Data Quality, etc

xCIL

Represents Other Customer Information – extends xNALCustomer : A Person or an Organisation (Organisation: Company, not for profit, Consortiums, Groups, Government, Clubs, Institutions, etc)Only concentrates on customer-centric information that helps to uniquely identify a customer (NOT data such as transactions)Does not concentrate on privacy issues, security, messaging, transportation, etc.Application independent, open and vendor neutralFlexibility for simple representation of data to detailed representation of the data depending upon the need

xCIL: Supported Customer-Centric Information

- Name details - Occupation details

- Address details - Qualification details

- Customer Identifier - Passport details

- Organisation details - Religion/Ethnicity details

- Birth details - Telephone/Fax/Mobile/Pager details

- Age details - E-mail/URL details

- Gender - Account details

- Marital Status - Identification card details

- Physical Characteristics - Income/tax details

- Language details - Vehicle Information details

- Nationality details - Parent/Spouse/Child details

- Visa details - Reference Check details

- Habits - Qualification details

- Occupation details

xCRL

Extends xCIL and xNAL by defining relationships between two or more customersFirst XML Standard in industry for managing Customer Relationships Helps ease existing complex integration between CRM systems/software and with back-end systemsOnly concentrates on Customer to Customer RelationshipsDoes not concentrate on privacy issues, messaging, transportation, security, etc.Application independent, open and vendor neutralFlexibility for simple representation of data to detailed representation of the data depending upon the need

xCRL – Types of Relationships

• Person to Person Relationships

Household relationships, Contact/Account Management, Personal and Business relationships, Organisation structure, etc• Person to Organisation/Group Relationships

Business relationships (eg. “Doing Business As”, member of, employee-employer, business contacts, etc)

• Organisation/Group to Organisation/Group Relationships

Parent-Subsidiary relationships, Head office-Branch relationships, Partnership relationships(eg. Alliance, Channel, Dealer, Supplier, etc), “member of” relationships, “Trading As”, “In Trade for” type relationships, etc

Evolution of CIQ Standards

xNALxNAL

xCILxCIL

xNLxNL xALxAL

xCRLxCRL

MSI’s Universal Name and Address Standard (UNA) + Name and Address Markup Language (NAML)

AND Solution’s Global Address XML Standard

MSI’s Customer Identity Markup Language (CIML)

MSI’s Customer Relationships Markup Language (CRML)

Ontological Registry

Concept Concept

ConceptConcept Geographic Area

Geographic Sub-Area

Country

Country Identifier

Country Name Country Code

Short Name ISO 31662-Character

Code

ISO 31663- Character

Code

Long Name

DistributorCountry Name

Mailing AddressCountry Name ISO 3166

3-Numeric CodeFIPS Code

Example of Common ContentCountry Identifier

Data Elements

DZ

BE

CN

DK

EG

FR

. . .

ZW

ISO 3166English Name

ISO 31663-Numeric Code

012

056

156

208

818

250

. . .

716

ISO 31662-Alpha Code

Algeria

Belgium

China

Denmark

Egypt

France

. . .

Zimbabwe

Name:Context:Definition:Unique ID: 4572Value Domain:Maintenance Org.Steward:Classification:Registration Authority:Others

ISO 3166French Name

L`Algérie

Belgique

Chine

Danemark

Egypte

La France

. . .

Zimbabwe

DZA

BEL

CHN

DNK

EGY

FRA

. . .

ZWE

ISO 31663-Alpha Code

Algeria

Belgium

China

Denmark

Egypt

France

. . .

Zimbabwe

Name: Country IdentifiersContext:Definition:Unique ID: 5769Conceptual Domain:Maintenance Org.:Steward:Classification:Registration Authority:Others

DataElementConcept

CIQ Specifications - Customers (Implemented/Implementers/Interested)

Vendors (e.g. Information Quality, XML, CRM)ConsortiumsXML Standards Groups (e.g. UBL, Election Services, Human Markup, etc)Governments (e.g. UK/NZ/AUS e-government, Defense)Publications IndustrySolution ProvidersTelecommunications IndustryStandard Groups Private/Public Organisations

Partial list of users of the CIQ specifications:

http://www.oasis-open.org/committees/ciq/ciqusage.txt

A Message from the CIQ Chairman

The important thing is the true "global" nature of the schemas.

Organisations use name and address and other customer data for various purposes and this includes tax. For true interoperability to occur, the customer data has to be represented on a single "standard" that can be used as the basis to cover various applications that use the customer data. CIQ specifications have been designed to precisely do this. CIQ specs have been used by various applications ranging from simple web site registration to e-government. In addition, CIQ specs have been used by UBL.

Rather than looking at the short term view of using a customer spec that is very specific and is not truly global, TaxXML should look at the long term usefulness of its specs, that will hopefully be "the" specs for Tax around the world. This is where CIQ specs fit very well with the tax XML goals.

- Ram Kumar

Further Information about CIQ

(specs., schemas, examples, publications, press releases, presentations, etc – All free downloads)

http://www.oasis-open.org/committees/ciq