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Big Data Analytics: Shaping the Future of Public Service

Increasingly people and businesses have become interconnected through digital technologies such as social and mobile, which gives them immediate access to information.

shutterstock 90648994 300x290 Big Data Analytics: Shaping the Future of Public ServiceAs such, citizens and companies have developed heightened expectations for receiving higher levels of service from government agencies.

But as government entities are beset by budget cuts and staff reductions, it’s becoming more and more difficult for organizations in the public sector to meet the needs and rising expectations of citizens and businesses.

Big data analytics offer government officials a view into new ways to improve services and processes.

This includes opportunities for government leaders to make better decisions faster, forecast outcomes by evaluating different scenarios under controlled situations, and improve productivity by finding information and/or deliver services more efficiently.

Governments across developed and emerging economies are taking steps to reinvent public service through data-driven government analytics, according to a report from Accenture. They do this by identifying opportunities to reduce costs and improve the quality of services being delivered.

When analytics are applied effectively, government entities can streamline operations and reduce costs while lowering the burden on taxpayers.

For instance, one state’s department of revenue used analytics to determine how various policy and budget choices might affect the fulfillment of its mission, the Accenture report notes.

The group then created a plan to optimize processes and technology to improve tax collection efforts. Over a four-year period, the effort led to an increase in tax collection of $120 million while reducing the cost per taxpayer.

“There is now genuine opportunity for government to solve the riddle of better, cheaper services through smarter use of data,” according to a report on the topic from Deloitte.

Given the massive amount of information that governments have about citizens and the power of leading-edge predictive analytics, agencies can potentially use big data and analytics to tailor services to individual citizens and communities.

That’s part of the plan by the Australian Government Information Management Office, which has embarked on a bold big data strategy that’s guided by six principles:

  • Data is a national asset
  • Privacy by design
  • Data integrity and the transparency of processes
  • Skills, resources and capabilities will be shared
  • Collaboration with industry and academia
  • Enhancing open data.

“The process of personalizing services to the consumer’s needs will allow for simpler and easier access to government services and may help government in reducing the costs of delivering these services by avoiding over-servicing or better matching of services to people and communities,” according to the government’s report on the plan.

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