Local governments are challenged by data fragmentation and the need for personalisation in the provision of services. By breaking down data silos and fostering trust, they can unlock the potential for more efficient, predictive, and inclusive public services

For local governments, using data integration to improve service delivery isn’t simply a technological hurdle; it’s a crucial move towards more effective and adaptable governance. Yet, the path is filled with challenges, from fragmented data and trust issues to limited resources.

Public sector environments are complex by nature, and the large amount of data, often scattered across different datasets, makes it difficult to locate, access, unify, and analyse it. This fragmentation leads to mistakes, such as duplications in resident and business data, which weaken the effectiveness and precision of services.

Council leaders and local authorities who attended the workshop series “The Future of Local Government” identified data and personalisation as one of six megatrends influencing the sector in the next decade and beyond. Held in partnership between Civica and Solace, the workshops concluded with three big ideas for helping organisations use data and personalisation effectively.

Stay ahead of the curve with The Future of Local Government: A Toolkit for Leaders. The white paper from Civica uncovers the six “megatrends” that will define the future of local government, including recommendations to navigate the challenges ahead.

Customising services relies on effectively integrating data. Implementing innovations like preventive or predictive services becomes possible only when data silos are removed, and information flows seamlessly between departments and organisations. The full potential of data-driven personalisation will remain out of reach of local government until these silos are eliminated.

The challenge in providing personalised services relates to the disparity in individuals’ willingness to reveal personal information. Although many are open to sharing data with private technology companies, they are frequently reluctant to do the same with government. This lack of confidence poses a significant barrier for local governments aiming to use data for personalised services.

The workshop series “The Future of Local Government” also recognised the need to cultivate trust to address reluctance to share data within the organisation. The white paper “A toolkit for leaders” underscores this challenge, stressing that establishing trust within the organisation is just as vital as earning public trust.

Embracing data expertise

The demand for data skills is currently at its peak, driven by the substantial benefits and insights that successful data analysis can provide. Local governments must give first priority to collecting and analysing data to allocate services effectively, especially to the most vulnerable individuals. However, local authorities are often overwhelmed by urgent operational issues while competing with well-paying private companies for skilled professionals.

Establishing advanced in-house data teams with limited resources can be difficult. Local councils should consider using data solutions to handle the basic work and produce the needed insights. Partnering with skilled suppliers with the ability and knowledge to offer specialised data services can also be feasible.

For personalised, data-driven services to become popular, citizens need to see the advantages from the beginning. Communicating the benefits clearly is crucial to preventing misdirected efforts, especially when resources are limited. Moreover, data-oriented projects need to account for not digitally savvy citizens, ensuring that the benefits of personalisation are available and inclusive to everyone.

The road to combining data and customisation in local government is difficult, but the possible benefits are substantial. Download your copy of The Future of Local Government: A Toolkit for Leaders to learn how to establish the groundwork for the provision of more adaptable, efficient, and personalised services to residents.