Questrade: empowering users while producing results
Registering a ticket with Information Technology (IT) to investigate a problem or request a service can be tedious. This often results in long waits, not to mention a seemingly endless back-and-forth game.
Now imagine having to ask IT to develop a model that you can use to help make business decisions from a variety of data points and sources. It’s a daunting task, especially when it comes to translating the unique nuances of IT and business needs.
Marina Vassiliev, Self-Service Analytics Manager at Questrade, describes her limited visibility into the various requests that business units have submitted to IT. The discovery of this common pain point triggered the creation of Questrade’s empowerment program.
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Marina recalls how to get user membership to simplify the application process started with a targeted awareness campaign through various programs and services. Participants shared the desire to be able to develop their autonomy, while obtaining information about data faster and more easily.
Once the team reached the critical mass of support, a training program was initiated. The aim of the program was to share information while providing the support of a data scientist to provide individual support to key functions.
Data governance, especially with regard to data privacy, was paramount. Marina notes that this goal served as “a key component in cataloging data assets to discover how to securely tie disparate pieces together.”
“Our team has managed to strike a balance between stakeholder needs by separating imagined prototypes from trusted workspaces,” she adds. This approach lent itself to the development of a checklist that paved the way for quality criteria to launch an internal certification program.
This certification program rewards those trained super user contributors by exposing their work to highly visible environments across the organization. These contributors demonstrate a higher level of data ownership and help set expectations for sustained results and performance.
The success of the project lies in allowing IT teams to continue to focus their efforts on developing the robust data capabilities to which they are accustomed, including the oversight of regulatory and customer reports. For business units, they have the ability to quickly and securely connect to source data to develop prototypes for their own modeling.
This approach reduced rework, misrepresentation of source data, and isolation between departments, while enabling better decision making.
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