Putting personalized government services into practice

In our last eBook we established that even the basic elements of personalisation are powerful. Remembering citizens’ previous interactions, knowing their location, or intuitively helping them find what they need, can deliver better public service outcomes.

In the past, government has had an emphasis on building technology solutions in-house, driven by security concerns and the belief that proprietary solutions were needed to fulfil unique requirements. This resulted in a number of issues, including legacy systems that are challenging to maintain, lack of integration and siloed data.

Many government departments have already shifted this thinking, investing in cloud-based technologies to lower costs, enable simpler procurement, increase access to innovation, and increase the ability to scale. This means taking an enterprise approach to implementation. But it’s not just about technology, it’s the people, processes and culture that will enable its full capacity.

In this eBook we look at the practicalities of adopting the technology that underpins personalisation, and the big question that faces public sector organisations – do we build transformative digital solutions ourselves or do we find an experienced partner. We examine here:

• Implementation pathways to deliver personalisation at scale
• The integrated architecture required to deliver it
• The benefits of buy versus build
• Building capabilities and skills to support delivery