According to EY 2022 Tech Horizon survey respondents, meeting citizens’ changing demands is the most important objective of their transformation efforts and the most important factor driving successful transformation.
But keeping up can be a struggle: 65% of respondents cited difficulties in tracking fast-changing citizen needs, or the lack of data or technology to track and measure these changing needs, as the most significant challenge to improving citizen centricity in the organization. Against this backdrop, citizens are enjoying better private sector digital experiences, which has raised their expectations from their governments.
“The whole reason for our digital government focus right now is that idea of the changing citizen expectation,” said a Canadian government leader. “We are very focused on improving government services to be more aligned to how people are used to doing things in their day-to-day lives.”
To keep up with the pace of change and the evolving expectations of users, governments will need to prioritize better use of data by integrating technology and embracing a data-centric approach. This requires a data strategy that reaches across functions, expanding beyond the IT team — where in most cases, it currently sits — to the heart of a government’s operating model.
Four core technologies to help build data centricity
Governments with a strong tech-enabled transformation agenda bring a data-centric approach to every decision, innovation and experience via an effective technology stack. An organization’s data journey is built on a long-term investment in technology, but it’s often hard to know where to start or what to prioritize.
Case study: breaking new ground in situational awareness systems
Background: In response to the COVID-19 pandemic, the UK government wanted to gain more trusted situational awareness insights to support anticipation and timely response to national security crises and civil emergency issues.
Approach and result: To address this need, SitCen, a state-of-the-art physical and virtual capability and briefing facility, was launched. It combines data and expertise to unlock timely and trusted insights for government officials. The system accelerates the ability to collate data, develop actionable insights, brief officials, and anticipate and respond to emergencies.
It also acts as a catalyst for the development of future digital, analytical and data capabilities, while helping to build public trust and support the country’s ambition to be a leader in innovative, insight-led situational awareness programs.
“One year on, SitCen is standing the test of time. It is used day-in-day-out, with the insights that inform decision-makers at the top of the UK government, contributing to keeping 68 million UK citizens safe and secure.” Mark Powell, EY UK&I Partner.
Tech Horizon research indicates that four core technologies are expected to account for the highest investment, and to deliver the greatest value in the next two years, serving as the foundation from which to construct a successful data transformation:
- Cloud
- Data and analytics
- Internet of Things (IoT)
- Artificial intelligence (AI) and machine learning (ML)
Case study: using data to protect at-risk children in Australia
Background: Despite multiple reports to child protection authorities, officials in an Australian state were too often unable to connect the dots to prevent the tragic deaths of at-risk children. In response, the state enacted an Information Sharing Scheme as part of a new Act to protect the wellbeing and safety of children, which included the completion of an ambitious new data platform by 2021.
Approach and result: The new platform needed to securely feed in data from numerous sources to form a real-time, single view of a child for officials. The large-scale project involved integrating information into a master data management solution, where it could be seamlessly cleansed, matched and merged.
To meet this need, the EY engagement team managed the development of – a contemporary, intuitive user interface that enables users to quicky scan a child’s records, including relationships, health, child protection interactions and education events.
Access to this data helps ensure that child protection professionals have the information they need at their fingertips to expedite their ability to make the right decision and help prevent future tragedies. The platform went live in December 2021 and currently has 2.1 million children registered.