Computer metrics system and process for implementing same

• US 8,589,213 B2
• Filed: 10/19/2011
• Issued: 11/19/2013
• Est. Priority Date: 10/21/2010
• Status: Active Grant

• Current Assignee: HSBC Technology & Services Incorporated (HSBC Holdings plc)
• Original Assignee: HSBC Technology & Services Incorporated (HSBC Holdings plc)
• Inventors: Loveday, Darren P., Sanghavi, Hitendrakumar, Manning, Philip C., Dodd, Paul, Hayes, Martin
• Primary Examiner(s): Jeanty, Romain
• Application Number:
  US13/276,956
• Publication Number:
  US 20120215585A1
• Time in Patent Office: 762 Days
• Field of Search: 705/7.29, 705/7.38
• US Class Current: 705/7.38
• CPC Class Codes: G06Q 40/02 Banking, e.g. interest calculation or account maintenance credit or loans G06Q40/03

Abstract

A metrics computer system is configured to collect and analyze metrics from a plurality of account opening data sources including at least one component of an account opening system and a local entity storing account opening data. The metrics computer system includes a data acquisition layer, a data processing layer, and/or an information delivery layer. Various embodiments are described, including a computer implemented method for collecting and analyzing metrics using a metrics component and/or module.

Claims

1. A metrics collection and analysis computer system architecture, comprising:

a plurality of account opening data sources including at least one component of an account opening system and a local entity computer data source storing account opening data;

at least one database storing metrics data associated with the account opening system;

a computer system configured for communication with said plurality of account opening data sources, said local entity computer data source and said at least one database, and including;

a data acquisition layer, acquiring the account opening data from said plurality of account opening data sources including the at least one component of the account opening system and the local entity computer data source at a first predetermined frequency, and transmitting the account opening data at a second predetermined frequency;

a data processing layer processing the account opening data, said processing comprising receiving the account opening data from said data acquisition layer, extracting amount values responsive to the account opening data representing performance metrics associated with the account opening system received from said plurality of account opening data sources to at least one interface file, generating at least one table using input from the at least one interface file, and saving the at least one table in said database; and

an information delivery layer generating and delivering a plurality of account opening reports representing the metrics collection and analysis responsive to at least one of the at least one interface file and the at least one table.

2. The computer system architecture of claim 1, wherein said data acquisition layer acquires the account opening data via predetermined data feeds, wherein said data processing layer processes the account opening data from said predetermined data feeds, and wherein said information delivery layer generates the account opening reports responsive to the processed account opening data, and generates a predetermined view and performance analysis of the account opening process, customer and staff interactions, and profitability of account opening processes globally.

3. The computer system architecture of claim 1, wherein said data acquisition layer acquires the account opening data from the at least one component of an account opening system including logs of events and status changes acquired from at least one of an account opening front end, an application processing engine, a queue management system, a customer communications module, a funding system, and a product system, and wherein said data processing layer processes the account opening data including the logs of events and the status changes, and extracts the amount values to the at least one interface file and generates the at least one table responsive to the logs of events and the status changes.

4. The computer system architecture of claim 3, wherein said data acquisition layer acquires front end logs of management information events and application data from each front end application.

5. The computer system architecture of claim 3, wherein said data acquisition layer acquires front end logs of exit and re-entry events for front end screens supporting local exit points from each front end application.

6. The computer system architecture of claim 3, wherein said data acquisition layer acquires front end data used to identify which configuration options are offered to the user, application processing engine data used to identify the configuration options selected by the user, and wherein the front end data and the application processing engine data are available at an applicant level and a product level.

7. The computer system architecture of claim 3, wherein said data acquisition layer acquires front end logs comprising at least one of a Configuration ID, a Process ID, a Flow ID, and a Tracking ID.

8. The computer system architecture of claim 3, wherein said data acquisition layer acquires front end logs of events comprising at least one of:

terms and conditions displayed to the user on a terms and conditions screen, user accepts or declines the terms and conditions on a terms and conditions decision screen and exits the terms and conditions decision screen, product offer displayed to the user on a product offer screen, and user accepts or declines the offer on an offer decision screen and exits the offer decision screen.

9. The computer system architecture of claim 3, wherein said data acquisition layer acquires front end logs including time difference between rendering of a screen until the user selects to continue from the screen.

10. The computer system architecture of claim 3, wherein said data acquisition layer acquires from the queue management system an extraction of data on the queues.

11. The computer system architecture of claim 10, wherein said queue management system generates and delivers at least one operation report comprising at least one of an activity report, an hourly queue volume report, and a location/unit activity report.

12. The computer system architecture of claim 3, wherein said data acquisition layer acquires from the application processing engine an extraction of data on at least one of applications, product applications, applicants funding, to-do'"'"'s, and event-based transactions.

13. The computer system architecture of claim 3, wherein said data acquisition layer acquires from the customer communications module an extraction of communications data.

14. The computer system architecture of claim 3, wherein said data acquisition layer acquires from the product system comprising a cards system at least one of a credit card account balance, a Referrer ID, a Voucher code, and a Tracking ID.

15. The computer system architecture of claim 3, wherein said data acquisition layer acquires from the product system comprising a core banking system account details, including at least one of line of business, voucher code, and referrer details.

16. The computer system architecture of claim 3, wherein said data acquisition layer acquires the account opening data responsive to a business process identifier tracked by the application processing engine and a flow identifier tracked by the account opening front end used to determine a sequence of processes for an end-to-end account opening journey.

17. The computer system architecture of claim 16, wherein each account opening journey has a channel attribute having at least one variable, and wherein said data acquisition layer is configured to, when the at least one variable changes to a new variable, acquire the logs of events and status changes responsive to the new variable, without IT intervention.

18. The computer system architecture of claim 1, wherein said data acquisition layer acquires the account opening data from the local entity including at least one of media agency data, promotion data, and operating plan data.

19. The computer system architecture of claim 1, wherein said data acquisition layer acquires the account opening data from the plurality of account opening data sources including at least one web analytics provider.

20. The computer system architecture of claim 1, wherein said data acquisition layer transmits the account opening data to a data interface layer comprising at least one of a channel events interface, an accounts interface, a customer interface, a products interface, a transactions interface, and a staff data interface.

21. The computer system architecture of claim 1, wherein the plurality of reports comprises at least one of a dashboard report, a daily report, a daily tracking report, a sales application funnel report, an application journey report, a media funnel report, a staff funnel report, a product application decisions:

approval ratio report, a product applications age at status report, a configuration options report, and a communications efficiency report.

22. A computer implemented method for collecting and analyzing metrics, comprising:

acquiring, by at least one computer, account opening data from a plurality of account opening data sources including at least one component of an account opening system and a local entity computer data source storing account opening data;

extracting, by the at least one computer, amount values from the account opening data representing performance metrics associated with the account opening system received from said plurality of account opening data sources to at least one interface file, generating, by the at least one computer, at least one table using input from the at least one interface file, and saving, by the at least one computer, the at least one table in at least one database storing metrics data associated with the account opening system; and

generating and delivering, by the at least one computer, a plurality of account opening reports representing the metrics collection and analysis responsive to said at least one table.

23. The method of claim 22, wherein said acquiring the account opening data comprises acquiring, by the at least one computer, the account opening data from the at least one component of an account opening system including logs of events and status changes acquired from at least one of an account opening front end, an application processing engine, a queue management system, a customer communications module, a funding system, and a product system.

24. The method of claim 23, wherein said acquiring the account opening data comprises acquiring, by the at least one computer, front end logs of management information events and application data from each front end application, wherein the front end logs comprise at least one of a Configuration ID, a Process ID, a Flow ID, and a Tracking ID.

25. The method of claim 23, wherein said acquiring the account opening data from the at least one component of the account opening system comprises acquiring, by the at least one computer, from the queue management system an extraction of data on the queues;

acquiring, by the at least one computer, from the application processing engine an extraction of data on at least one of applications, product applications, applicants funding, to-do'"'"'s, and event-based transactions;

acquiring, by the at least one computer, from the customer communications module an extraction of communications data; and

acquiring, by the at least one computer, from the product system comprising a core banking system account details, including at least one of line of business, voucher code, and referrer details.

26. The method of claim 23, wherein each account opening journey has a channel attribute having at least one variable, and when the at least one variable changes to a new variable, acquiring the logs of events and status changes responsive to the new variable, without IT intervention.

27. The method of claim 22, wherein said acquiring the account opening data from the local entity comprises acquiring, by the at least one computer, at least one of media agency data, promotion data, and operating plan data.

28. The method of claim 22, wherein said acquiring the account opening data from the plurality of account opening data sources comprises acquiring, by the at least one computer, the account opening data from at least one web analytics provider.

29. The method of claim 22, wherein the plurality of reports comprises at least one of a dashboard report, a daily report, a daily tracking report, a sales application funnel report, an application journey report, a media funnel report, a staff funnel report, a product application decisions:

approval ratio report, a product applications age at status report, a configuration options report, and a communications efficiency report.