Mastering Data to Drive Citizen-Centric State Governments

There is a digital revolution brewing in state governments. Across the US, consumers have become accustomed to the seamless service they receive from customer experience leaders such as Google and Amazon. A growing number of state governments are striving to deliver a similar experience to citizens—to provide them a single point of access for viewing and transacting across multiple government programs and services. Such an integrated model would also help state governments to operate more efficiently, reducing cost while improving the quality of service. 

But this vision is far from the reality of most state governments. Citizens still view and interact with the government as a collection of disparate agencies and departments, each requiring them to provide the same information they may have shared with the state several times before. The disconnect is not restricted to the experience of citizens. Government employees who work in customer-facing programs also experience challenges due to lack of data integration. Without a holistic view of citizens, employees expend precious time and resources as they struggle to locate information, answer questions, and deliver timely services.

This article highlights:

• The Challenges of Transformation
• Addressing the Data Sharing Challenge
• Creating an Integrated Information Model: Where to Begin
• The Power of Integrated Information to Drive Improvement
• Developing a State EIM Program: 6 Focus Areas
• Critical Success Factors
• Realizing Benefits of Information Transformation

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