Six ways public sector organizations
can use MDM to serve their citizens better

Did you know: the value of public sector data to the UK economy is estimated at a whopping £1.8 billion, according to the UK parliament?

This is because public sector organizations hold vast amounts of data of the citizens they serve - right from their home addresses since birth to the various owners of a property built in 1923.

However, with great volumes of data come greater challenges to use them effectively. 

Research by the Tony Blair Institute for Global Change found that only 35% of people in Great Britain trusted national government agencies with their personal data.

People are more likely to share their data if they can see the benefits of it. In the public sector, with so much data available, there are myriad ways that organizations can serve their citizens better, improving both trust and experiences. Master Data Management can play a key role in these initiatives, by providing these organizations with a 360º view of each citizen to build a transformative and trustworthy service. 

Here, we look at six ways public sector organizations can use MDM to overcome challenges they are facing and serve their citizens better: 

  1. Citizen experience: To gain the trust and confidence of the people they serve, every public sector organization needs to work on improving experiences for time-poor citizens who expect a quick service in line with today’s digital world. Master Data Management helps public bodies gain access to a single version of truth on every citizen, helping them work towards projects like self-service portals that enable citizens to update their information at their convenience. 

Another key part of improving citizen experiences is working on having accurate data on citizens throughout all departments. For example - if there’s a change in the way council tax is calculated but a resident is receiving a last-minute letter regarding a new bill, then that would lead to a breakdown of trust. MDM can be vital to public sector organizations in providing their citizens with the best possible service through the years.  

  1. Decision-making: The more data you have on citizens, the more emboldened each department of a public authority will feel to make the right decisions for their citizens. Be it the health department or the food waste collection body, access to the right data is imperative to making sure public bodies are sticking to their budgets, using resources effectively while also keeping their citizens happy. If a public authority wants to develop childcare support services, they need to instantly access data on which families most need their support, what their needs are and what the timeline of the initiative should look like. MDM helps public sector organizations access just the right data to make better decisions and tailor their offerings to ensure their initiatives will prove useful to the families in need.
  1. Managing Budgets: In the face of stubbornly high inflation and economic headwinds, every organization is taking a hard look at spending and public sector organizations are no different. With budgets squeezed like never before, public bodies need to ensure they are using their time and resources more effectively. A key challenge? How to use the limited pool of money in a way that the citizens’ experience does not get affected. Master Data Management gives public sector organizations the reliable data they need to manage their finances in line with their citizen’s most pressing needs.
  1. Efficiency: The last thing any public sector organization can afford is inefficiencies disrupting the way they serve their citizens. These organizations may have volumes of data on a citizen, but ensuring that data is accurate and making the most of it is not always straightforward. If a health department wants to promote an upcoming vaccination drive then they need to have correct information on a citizen’s communication preference – or even language preference in some cases. MDM can help public sector organizations make the best use of their resources by organizing all their citizen data accurately and then communicating with citizens in a proper and timely manner.
  1. Safeguarding: You don’t need us to tell you the importance of keeping data accurate and safe in this increasingly digital world. Most public sector organizations have multiple departments dealing with different aspects of a citizen’s data simultaneously. If incorrect information is passed through different departments, it could alienate vulnerable people and their needs. You don’t want your Housing Rent department aggressively chasing bill payments when someone is undergoing treatment for severe mental health problems, for example. 

Data can also be transformative in ensuring no citizen falls through the gaps, as seen in the case of unnoticed deaths in council homes over the last few years. MDM helps public sector bodies organize their data in a way that reduces the risk of data silos and inaccuracies, ensuring that all departments have up to date information to serve and protect all citizens. 

  1. Innovation: From groceries to movie tickets, we’re living in an era where we access services through our phones. Why should that experience be any different when citizens access public services? This is why public sector organizations need to keep up with innovation and embrace them to become more effective in delivering services to their citizens.

Automation alone can save public sector organizations £17 billion off the public sector paybill in 2030 compared to 2015, according to data from Oxford academics Carl Frey and Michael Osborne, working with Deloitte. MDM helps organizations take the first step in adopting technology that helps them use their data more efficiently than ever before.

Keen to learn more about how you can know your citizens better through Master Data Management? Download our in-depth guide: Know your citizens: An Agile Solutions guide to MDM for public sector organizations.