What is a 360° View of the Citizen? Not a new question, but perhaps one that is not been completely understood by government. Is the 360° View just the latest buzz word or pipedream, or a real solution for governments that can drive new levels of customer service, while also addressing some of the greatest challenges facing governments today including the dramatic requirement to reduce costs, improve service delivery, decrease error rates, and impact positive outcomes? Given the siloed nature of government, a 360° View may seem elusive at best or incompletely unrealistic to some. But, some forward-thinking governments are already well down the path of achieving a 360° View of the Citizen and using the power of this approach to improve customer service, meet the increasing demand for transparency, reducing improper payments, waste, fraud, and abuse, impact better program outcomes, and drive positive policy changes.
The 360° Citizen View is a holistic understanding of the individual, the family, and the all of their associated interactions. This is a fundamental shift away from looking at individuals by program participation in an effort to a focus on understanding all of the interactions an individual or family has with any organization within the support ecosystem. The 360° View must include information on past and present interactions, as well as some ability to look at the future and positively impact change.
The past means providing a meaningful and easily digested view of the citizens’ history. This includes program participation, school history, employment status, as well as relevant interactions across government. The present requires presenting key customer information about who they are and how they relate to your organization. The future relates to actions that can be initiated to guide the future of the relationship including predictive analytics, trending, patterning, and early interventions. Delivering on the 360° View is not simply about having a single data warehouse of all activity, it is the ability to take action based on the information that is presented.