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360° View of the Citizen: Dream or Reality: What is a 360° View?

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.

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2 Responses to 360° View of the Citizen: Dream or Reality: What is a 360° View?

  1. Kimberley, it is for sure a complex subject.

    In Scandinavia governments knows a lot about the citizens and could easily mash up the data as most interactions between the citizens and the authorities (as well as financial services and employers) are marked with a unique citizen id assigned seconds after a new citizen is born.

    As governments around the world have found 255 or so different solutions to balancing privacy and “effective administration” we are looking into a lot of diversity in providing solutions for this 360 degree citizen view.

    • Without a doubt, several countries around the world have implemented the single identifier system. And that is already a step ahead of most governments that are saddled with stove-pipe systems that support single programs and provide little to no opportunity for a comprehensive view. But, even for countries that have broken down the barriers and implemented the single identifies, few have realized the true power of having the single identifier. The true benefit only comes when the information can be effectively analyzed and have real impact on policy.

      Further, I agree that privacy is often used as an excuse not to change. But, it is rarely an unsurmountable problem. Hopefully, through education, continued pressure to improve customer service and program outcomes, and new capabilities in data privacy, specifically dynamic data masking, governments will implement much needed changes.

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