The Data Journey to Citizen-Centric Digital Government
Citizens are demanding a modern government that delivers services in the same manner they are accustomed to in their day-to-day lives – on demand, tailored to their needs, and in the palms of their hands.
The transformation to Digital Government is extremely disruptive for state and local government agencies and higher education institutions who have historically provided services via disparate departments and program areas with limited ability to share data about those citizens.
The Journey to Digital Government Involves:
- Transformation to a new citizen-centric operating model.
- Optimized data capabilities delivering security, transparency, efficiency, and digital scalability.
- New digital capabilities providing omni-channel services and engagement.
The Data Challenge for the Public Sector
Imagine that instead of a retailer with a single line of business, you’re a state government providing hundreds of services to citizens across your state: Medicaid, CHIP, family programs, protective services, workforce programs, education, public safety, and criminal justice, just to name a few. In each of these service areas, citizens are interacting with you via multiple channels (online, in person, over the phone) and their data is being stored in literally hundreds of operational systems. A comprehensive, single view of each citizen is critical to effectively tracking and managing outcomes of the constituents you are serving.
- Measuring Outcomes, Not Outputs: The public sector’s big challenge is moving beyond collecting data on outputs to managing data tracking systems that can show outcomes on citizen’s lives. The majority of governments are working with data to show how well a program is doing what it is supposed to be doing, providing services to citizens. But tracking outcomes requires agencies to think on a bigger scale – potentially partnering with other agencies or organizations in data-exchanges.
- Improving Experience of the Citizen: Delivering more transparent, more responsive services across omni channel digital platforms requires one source of truth.
- Increasing Trust and Transparency: Increasing data security and citizen privacy requirements are becoming more difficult to manage across siloed data domains and systems.
- Leveraging Big Data and Analytics to Improve Decision-support: The deluge of data is only valuable if it can be accurately integrated into a cohesive model supporting better insight-driven decisions.
- Transformation of the Government Operating Model: Untangling that web of data and creating an enterprise-wide view of every citizen not only provides more meaningful analytics (fraud identification, as an example), but also enables a unified and effective digital government. A solid data foundation technically supports the Digital Government journey towards digital engagement, technology modernization, and citizen-centric service delivery.