Atos: Unlocking the value of data and analytics in the public sector #techUKDigitalPS

Public services are complex to deliver. Due to their scale, which means that customer ‘journeys’ interface with various agencies. As well as the need to deal with people as individuals possessing unique attributes, degrees of need and different channel preferences. Plus a detailed understanding of the costs involved in providing these services is always under the microscope. 

Although these pressures have always been a factor of life for public sector organisations, they have increased significantly in recent years. As a result, one-size-fits all models for service delivery must be phased out and new models introduced. One of the core requirements for a new service delivery model is customer insight. In-depth knowledge about the customer, drawn from various sources of data – demographic, behavioural, needs-based and attitudinal. 

Embedding data and analytics at the core of operations 

Governments can benefit from data-driven decision making both internally (in and among agencies) and externally (with and for citizens). Internally, it can give decision makers near real-time visibility into measures of success and inform interventions when projects need attention. The work of public servants can be enhanced through access to targeted data and analytics tools that can improve their efficiency and productivity. 

 Externally, a robust government data platform can enable citizens to access and control their own data as well as communicate with government agencies through trusted and helpful shared tools. Local authorities could use the platform to coordinate with government and residents and organise their outreach on initiatives that benefit the community. Feedback loops from resident-facing apps can further inform future activities.  

Every data strategy faces inevitable challenges 

However, governments typically face several challenges, including entrenched ways of working, infrastructure gaps and data silos. They operate through decentralised organisations and teams that are closer to the customer. Data-driven decision making must draw on the knowledge, capabilities and relationships created by these teams.  

At the same time, it can be dizzying to consider the vast array of advanced technologies in the market. A market that is evolving rapidly thanks to emerging technologies at the cutting edge of analytics and continuous innovation by industry leaders. Which of these technologies – predictive analytics, knowledge discovery tools, data visualisation or others – will deliver a return on investment? 

Three factors for accelerating data and analytics 

Eviden’s work in the public sector has revealed three factors that could help with the formulation and implementation of a data strategy. 

Focus on data that is key to your effectiveness. Any approach to data and analytics ideally cascades from your strategic goals and intended public-sector impact. A strong, clear vision determines which analytics use cases could engender the greatest impact. 

Invest in a modern technology backbone. Your ability to deliver depends on adopting the appropriate technology to underpin it. Infrastructure that is older, not integrated, and highly complex stands in the way of sharing data and insights. 

Demonstrate success early and generate momentum. Any change programme can be daunting, particularly where funding is limited. Rather than creating a massive, decade-long overhaul, start small, establish proof points and build excitement.  

These three factors can jump-start progress. But we in no way diminish the complexities of specific public services and the challenges governments face. Atos, Eviden’s sister company, recently drew on our experience of creating the conditions for data-driven decisions in the public sector. Feel free to look and get in touch for a discussion. 

This article was shared by Atos/Eviden, on behalf of Philip Craig, Business Development Director at Eviden. To learn more about this author, please visit their LinkedIn.

To learn more about Atos, please visit their LinkedIn and Twitter.

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