Foreword
Rising expectations for better customer experiences have put pressure on the public sector to get its data operational. This demand has been supercharged by the adoption of generative AI and growing fiscal pressures. Government agencies know that activating their data can empower their people, increase
productivity, and improve customer experiences — all while delivering greater efficiency for every dollar spent. But before we can achieve this, we must tackle the persistent challenge of siloed data and disconnected systems. Given the sensitivity of the data government handles and the fact that people tend to engage with government at some of their most vulnerable life moments, the public service has understandably taken a highly cautious approach to data engagement. As ATO Second Commissioner Jeremy Hirschhorn advised, we need to treat data not like the new oil, but as the new uranium. Handling, storing, and disposing of data correctly are essential to unleashing its true power and doing so safely. However, while plenty of resources are spent on storing data securely, only recently have we started to see an investment in securely activating and sharing it. Change is underway. The recognition of the need to empower our public servants with the right tools mirrors the monumental shift we saw half a century ago from the computer server room to the personal desktop computer. Citizens, too, have given governments clear parameters for permission to share: 91% of respondents in Australia and New Zealand (ANZ) are willing to share certain data if it delivers a benefit Unified data solutions like Data Cloud are now putting datadriven insights directly into the hands of the people who know their operations and stakeholders best. It’s the beginning of a new era where data becomes actionable information — to the
benefit of all government customers and our public service.
Data in government
service delivery today
Traditionally, the public sector’s approach to data has been custodial. Data was often locked away, accessible only to a select few, and required slow, manual processes to be utilised in any meaningful way. This cautious approach has limited the true power of data, confining it to server rooms rather than empowering non-technical users across the organisation. With recent recommendations and updates to
the Privacy Act 1988 strengthening data privacy laws and increasing penalties for non-compliance, it’s understandable that security has often taken precedence over innovation. The public sector has
prioritised safeguarding data to comply with these changing regulations. However, as expectations
around data use shift, there is now a clear opportunity to balance compliance with more agile, operationalised data management practices. In its Top Government Technology Trends for 2024,
Gartner predicts that government leaders will increasingly prioritise data-driven decision-making
and strategic planning. One of the top trends is programmatic data management, a systematic and
scalable approach that enables enterprise-wide use of data assets.
This focus on data-driven strategies aligns with the rising expectations of citizens. According to Boston Consulting Group’s (BCG) 2024 Digital Government Survey, 74% of respondents in ANZ expect online government services to match the best private sector experiences. However, 62% have encountered problems with government services over the past two years, often due to lengthy processes and technical challenges — issues that integrated data can easily resolve.
The benefits of data
in the public sector
Imagine a work day where employees didn’t spend hours hunting for information scattered across systems. Unified data makes this a reality by seamlessly bringing together information from various sources, providing quick access to customer data and significantly cutting down the time spent navigating
disconnected platforms. In other words, employees can respond faster, make informed decisions, and have the power to access the data they need right at their fingertips — without having to ask a separate business unit or tech operations team for the relevant information. Unified data not only transforms
service delivery through personalised experiences but also lightens the load on public servants, allowing them to focus on more human-centric support.
Personalised and convenient
service experiences
Connected data doesn’t just improve efficiency; it enhances the ability to personalise services based on data insights. 86% of ANZ service professionals say better access to data from other teams would improve the support they provide, with 79% of service organisations increasing investment in data
integration next year. Data systems that break down silos offer smoother, more cohesive user experiences across government platforms — on par with the convenience people expect from the private sector.
Consider a scenario where a service centre employee needs data to assist a citizen. Previously, they would have to request a report from the IT department, and by the time the report was generated — often days later — the situation may have evolved, leaving them with outdated information. This delay not only hinders their ability to provide timely support but also results in a fragmented view of the citizen’s interactions with various government agencies. However, with a unified data system, they can instantly access up-to-date, comprehensive data, enabling them to offer immediate and accurate assistance.
By delivering services more efficiently, the public sector can clear backlogs, meet increasing demand,
and build trust and confidence in their ability to optimise public expenditure. Imagine a government
service centre proactively contacting citizens about upcoming renewals for benefits or services before
they even need to reach out. With unified data, the system can flag these events and trigger automated
reminders, reducing wait times and easing the pressure on service channels. This proactive approach not only increases citizen satisfaction but also prevents service bottlenecks, ensuring smoother operations across departments.