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Big Lottery Fund

Big Lottery Fund improves customer service and safeguards itself from fraud by using address capture and clean

The Big Lottery Fund is responsible for distributing half of all the funding raised through The National Lottery for good causes. It receives more than 40,000 applications for money annually. "Essential to an application moving forward is the ability to verify the address details of the applicant organisation. We save approximately £40,000 annually using Experian Data Quality software."

The Big Lottery Fund is responsible for distributing half of all the funding raised through The National Lottery for good causes. This equates to approximately £630 million a year.

The Big Lottery Fund receives more than 40,000 applications for money annually. As part of its process for making awards, correct contact details are essential to the approval and subsequent payment of funds. The key objectives are to validate addresses on each application to maintain data quality and provide an efficient service; as well as to ensure that all communication is directed to the correct channels and that money reaches its destination safely and securely.

Simon Edwards explains the grant process: "We receive applications from our offices across the UK, which are then directed to our two operating centres for processing and assessment. We need a holistic view for all address information and need to be confident that the information we get is accurate, correctly formatted and genuine. Experian Data Quality software validates the data at source. It never lets us down when it comes to getting this detail right."

Ongoing data validation

Whilst the primary uses of Experian Data Quality software is to validate addresses, eradicate errors and provide assurance when dealing with application information, today the emphasis has broadened to support anti-fraud measures.

"Using Experian Data Quality software, the Big Lottery Fund is able to confirm that the address given is valid. Fraud detection and protection is a priority for us," said Simon Edwards.

During one of the steps of the validation process, the Big Lottery Fund also uses address cleaning. This enables the Big Lottery Fund to clean and maintain its customer database of 300,000 contacts.

Simon Edwards continues: "Trying to keep our data clean and up-to-date is a constant challenge. We know data enters the system correctly through address capture software, but details change over time. The cleaning software prevents data decay and through matching helps identify duplicates."

In order to profile and segment applicants, the Big Lottery Fund also use a number of data sets from Experian Data Quality to add value to records, for example, Local Authority Wards and Local Authority Districts. These are appended to records seamlessly with address cleaning, providing a more detailed understanding of each applicant and greater opportunities for analysis and profiling.

Business benefits of accurate customer details

Improves efficiencies in data processing - The Big Lottery Fund estimates it saves approximately £40,000 annually using Experian Data Quality software. Without it, an additional 277 working days would be required to verify and validate applicant addresses.

Better customer service - The Big Lottery Fund has improved customer communications and response rates by having more accurate data. It can also identify if organisations have applied for funding before, which supports its strategy of delivering superior service to new and existing customers.

Anti-fraud mechanism - Experian Data Quality helps the Big Lottery Fund safeguard itself and its customers from the risks of fraud.

We need a holistic view for all address information and need to be confident that the information we get is accurate, correctly formatted and genuine. Experian Data Quality software validates the data at source. It never lets us down when it comes to getting this detail right.

Simon Edwards Assistant Director IT, Big Lottery Fund
Read more about the software Big Lottery Fund use: