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 a report by the UK parliament. This is because public sector organisations hold vast amounts of data on the citizens they serve - everything from home addresses since birth to the history of ownership for 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 [2]. 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 organisations can serve their citizens better, improving both trust and experiences. Master Data Management (MDM) can play a key role in these initiatives, by providing these organisations with a 360° view of each citizen to build a transformative and trustworthy service.

What is Public Sector Master Data Management (MDM)?

MDM is a technology solution that helps organisations create a single, unified view of their data. In the of public sector, this means having a central repository for all citizen data, ensuring consistency and accuracy across all departments.

What Are The Key Benefits of Using Master Data Management in the Public Sector?

  1. Improved citizen experience
  2. Better decision-making
  3. Efficient Budgeting
  4. Enhanced Efficiency
  5. Reinforces Data Safeguarding and Compliance
  6. Fosters Innovation

Six ways public sector organisations can use master data management to overcome challenges

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 organisations in providing their citizens with the best possible service through the years. 


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 organisations 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.

Managing Budgets

In the face of stubbornly high inflation and economic headwinds, every organization is taking a hard look at spending and public sector organisations 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 organisations the reliable data they need to manage their finances in line with their citizen’s most pressing needs.


The last thing any public sector organization can afford is inefficiencies disrupting the way they serve their citizens. These organisations 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. Master data management can help public sector organisations make the best use of their resources by organising all their citizen data accurately and then communicating with citizens in a proper and timely manner.


You don’t need us to tell you the importance of keeping data accurate and safe in this increasingly digital world. Most public sector organisations 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 organise 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.


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 organisations 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 organisations £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. Master data management helps organisations take the first step in adopting technology that helps them use their data more efficiently than ever before.

The Challenges and Considerations for Public Sector MDM

While master data management offers significant benefits, implementing it requires careful planning and consideration. Here are some potential challenges:

  • Cost: Implementing and maintaining master data management can be expensive.
  • Data Migration: Moving existing data to a central master data management system can be complex and time-consuming.
  • Change Management: Shifting to a new data management system requires buy-in from all departments across the organization.

Master Data Management offers a powerful solution for public sector organisations to unlock the potential of their citizen data. By providing a unified view of citizen information, MDM can lead to improved citizen experiences, better decision-making, and more efficient service delivery.

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 Master Data Management for public sector organisations.