There are many different definitions for the ODS, but here are some common chacteristics:
– it intakes data from disparate sources, cleanses and integrates them
– it is designed to relieve pressure from source systems
– stores data that isn’t yet loaded into the data warehouse, but is still required now
One example of this ODS deployment is in contact centre management. For example, the contact centre manager will need to know if there is a high abandoned call rate at the contact centre. As a result of this, they may need to temporarily direct calls to another team in order to meet the unusually high demand. To do this, however, they need to be aware that the abandoned call rate has reached a particular threshold. This reporting requirement is operational rather than strategic; a strategic decision may involve using a number of metrics to identify whether some longer-term re-organisation is required, but the ODS helps the business to run optimally here and now.