The digitization of government is having a dramatic impact on how agencies approach data, resulting in mountains of constituent data, which is in turn fed back into government systems. If government agencies are to provide consistent and efficient citizen services, this continuous feedback loop requires data quality, accuracy and consistency. Yet many government agencies operate without the benefit of a golden record — a single version of the truth that provides a holistic view of each citizen with which it works, whether the citizen plays the role of beneficiary, student, patient, taxpayer or even criminal, according to the mission of the agency.
The inability of the government data management process to create a golden constituent record negatively impacts agency performance across the government enterprise. This includes:
- Missed opportunities to coordinate or improve service delivery
- Decision- and policy-making in a vacuum
- Failure to detect fraudulent payments
- Failure to identify tax cheats
- Lack of access to complete criminal records
- Frustrating workflow inefficiencies for government workers and citizens
- Wasted taxpayer dollars
This issue brief explores how a golden record can be used to improve agency efficiency and service delivery. It examines the negative impact of inaccurate, inconsistent citizen data on the government enterprise, and propose the use of master data management (MDM) technologies to develop a golden record that overcomes these challenges and serves as a single, uniform version of the truth across all government agencies. This capability is key in enabling them to deliver relevant, insight-driven and cost-efficient constituent services.