Category Archives: Public Sector
This is the first in a series of articles where I will take an in-depth look at how state and local governments are affected by data breaches and what they should be considering as part of their compliance, risk-avoidance and remediation plans.
Each state has one or more agencies that are focused on the lives, physical and mental health and overall welfare of their citizens. The mission statement of the Department of Public Welfare of Pennsylvania, my home state is typical, it reads “Our vision is to see Pennsylvanians living safe, healthy and independent lives. Our mission is to improve the quality of life for Pennsylvania’s individuals and families. We promote opportunities for independence through services and supports while demonstrating accountability for taxpayer resources.”
Just as in the enterprise, over the last couple of decades the way an agency deals with citizens has changed dramatically. No longer is everything paper-based and manually intensive – each state has made enormous efforts not just to automate more and more of their processes but more lately to put everything online. The combination of these two factors has led to the situation where just about everything a state knows about each citizen is stored in numerous databases, data warehouses and of course accessed through the Web.
It’s interesting that in the PA mission statement two of the three focus areas are safety and health– I am sure when written these were meant in the physical sense. We now have to consider what each state is doing to safeguard and promote the digital safety and health of its citizens. You might ask what digital safety and health means – at the highest level this is quite straightforward – it means that each state must ensure the data it holds about its’ citizens is safe from inadvertent or deliberate exposure or disclosure. It seems that each week we read about another data breach – high profile data breach infographic - either accidental (a stolen laptop for instance) or deliberate (hacking as an example) losses of data about people – the citizens. Often that includes data contents that can be used to identify the individuals, and once an individual citizen is identified they are at risk of identity theft, credit card fraud or worse.
Of the 50 states, 46 now have a series of laws and regulations in place about when and how they need to report on data breaches or losses – this is all well and good, but is a bit like shutting the stable door after the horse has bolted – but with higher stakes as there are potentially dire consequences to the digital safety and health of their citizens.
In the next article I will look at the numerous areas that are often overlooked when states establish and execute their data protection and data privacy plans.
Personally Identifiable Information is under attack like never before. In the news recently two prominent organizations—institutions—were attacked. What happened:
- A data breach at a major U.S. Insurance company exposed over a million of their policyholders to identity fraud. The data stolen included Personally Identifiable information such as names, Social Security numbers, driver’s license numbers and birth dates. In addition to Nationwide paying million dollar identity fraud protection to policyholders, this breach is creating fears that class action lawsuits will follow. (more…)
Queensland Police Service Case Study: Use Your Bad Data To Build A Compelling Data Quality Business Case
Some might think that building a data quality business case is difficult and complicated – but it doesn’t have to be.
At InformaticaWorld, I had the pleasure of meeting Graeme Campbell, ex manager of the client services group at Queensland Police Service (QPS) in Australia, where he delivered a compelling presentation titled, Queensland Police Drive Out Crime with Informatica. My key takeaway: build a simple, business-focused and results-oriented business case that inspires action. (more…)
History is the likely final arbiter of the effectiveness of the American Recovery and Reinvestment Act (ARRA), commonly called the Stimulus Bill. But, the legacy of that piece of legislation may forever change the way people view government spending. As never before, the ARRA called for and implemented transparency requirements associated with spending. In theory, citizens were able to track how stimulus dollars were being spent directly in their communities and the government was able to more easily identify improper payments, waste, fraud, and abuse. One of the lasting results is that the stimulus has done more to increase the need and imperative for government transparency than almost any other trigger in history. Further, there has been a large increase in demand for transparency at all levels of government. (more…)
In an recent blog,
“The CRM boom 10-15 years ago in the commercial world was largely driven by an intense desire to grow business. But, it is important to remember that it was actually very balanced. Customers and business both benefited. Customers got better service, more access to information, less wait times, etc. Business got better intelligence about their customers, more customer loyalty, better insight into product expansion opportunities, and ultimately high profit. Thus, a win-win for the customer and business.
For government customer service improvement efforts, the win-win scenario has not been so clear. Citizens have more access to information, more transactions and interactions can be done online, and access to government is streamlined, at least in some cases. Certainly government has realized some benefits from in terms of economy of scale or operational efficiencies, but not enough.” (more…)
“The public deserves competent, efficient, and responsive service from the Federal Government. Executive departments and agencies must continuously evaluate their performance in meeting this standard and work to improve it.” whitehouse.gov (Executive Order 13571, 1993)
For government organizations striving to improve customer service, the path to success has not always been easy. Incremental improvement initiatives have only provided a marginal return. As previously discussed, these initiatives have fallen drastically short of the win-win scenario threshold. Further, demand for new, better, and faster services is out pacing the ability of these already strapped organizations to deliver on additional capabilities. Budget cuts, new regulations, high staff retirement rates, and a plethora of competing priorities seem to derail the best intentions. (more…)
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. (more…)
Government organizations continue to face increasing pressure to improve customer service and operational efficiency. To date, almost every organization has embarked on some type of program ranging from 311 call centers to CRM projects in an effort to be more responsive. However, these initiatives may be only scratching the surface of what is needed to achieve real improvements across government. (more…)
I. The Problem
At a time when governments at all levels are being called upon to once again, “do more with less,” Data Center Consolidation (DCC) has become a hot topic. While the Federal government has called for a reduction of 2,400 Data Centers down to about 1,200 by 2015, what does that mean, and most important, how does government get there? (more…)
As the federal government reported an estimated $115 billion in improper payments in Fiscal Year 2011, the impetus to eliminate and recover these funds continues to mount. State governments also struggle with mounting and often embarrassing improper payments with estimated totals approaching $125 billion. (more…)