What are you doing with your Big Data; that huge volume, variety and velocity of data growing exponentially across your organization? For many, digital is the driving force behind the ability to transform Big Data into better business intelligence (BI) and smarter decisions. It gives us insight into our customers and, if used effectively, the ability to predict their needs and improve service levels.
That’s the common perception of how digital is helping to transform Big Data, especially for customer-facing agencies such as tax and welfare. But what about behind the scenes? How can digital ease the pressure for government agency workers and help them to better manage their data?
By its very nature, digital designs out human contact between citizens and government, with self-service digital channels available for those able to use them. This frees up agency staff to focus on those complex interactions with customers requiring human judgment, such as high value tax clients, the vulnerable, and the non-compliant.
Digital gives them the space (and the tools) for business analytics, compliance investigations, policing, and enforcement, making their roles more rewarding as they uncover links in Big Data.
The digital agency will build enterprise capabilities such as data warehousing and analytics (particularly around the customer) that can be drawn on and combined by multiple units across the tax or welfare value chain. This enables agency staff to more easily capture and share information and for cases to be moved as and when required between relevant teams.
Digital has the potential to bring about impressive productivity improvements for today’s tax and welfare employee, supporting new capabilities and improved processes.