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Local U.S. Government as Data-driven Community Platform

Data, technology and Customer Experience (CX) are among the trends shaping the future of local governments, a new report shows. “The Future of Local Government” report states that because the public interacts with local governments the most, those agencies are best poised to make a for constituents and businesses.

The report states that game-changing technology will be central to forging local government organisations that are digitally enabled, data-driven and effectively serving the remarkably diverse array of stakeholders they serve across their localities and communities.

Technology, smart data use and emerging automation can transform local authorities organisation-wide to fully integrated front, middle and back offices and transform core processes and workforces, enhancing self-service accessibility, response times, performance and operational efficiency.

Using data to drive decision- and policymaking is becoming increasingly crucial. Historically, government data has been stored across an array of sources, databases, systems and departments; one in four local officials surveyed by Forrester Consulting said public datasets housed in multiple databases and lines of business systems are a significant obstacle to executing new customer-focused strategies. Bringing disparate data sources together to tap into the immense power of analytics and data-based business insights will play a critical role in reshaping local government for a new era

More important than just unifying data, however, is protecting it. Local officials working toward a digital customer-centric service model must establish a trusted identity management ecosystem. Smart data integration and secure management of trusted digital identities is key to enabling governments to serve their communities and stakeholders.

The adoption of modern technologies is another trend, and it relates back to data. About 76% of survey respondents said their organisation has a good or excellent data and analytics strategy, while 65% said their agency is good or excellent with data governance, but only 38% said their organisation is good or excellent at data collection, enrichment and transfer. Data factors into another trend: CX in general and personalised services in particular. About 51% of respondents believe their CX meets expectations, while 36% believe they occasionally or consistently exceed them.

Lafayette is one example of a city providing personalised CX related to services. As part of its Smart City program, it has launched a 311 portal to encourage and respond to public requests, a traffic-monitoring system to alleviate congested roadways and a blockchain application to manage maintenance and safety of the city’s vehicles.

Respondents said that the three main obstacles to executing a CX strategy are data privacy and security (36%), the lack of qualified workers (33%) and a lack of real-time understanding of demand across channels and programs (31%). Almost half (48%) said they plan to somewhat or significantly increase their investment in digitally-enabled technology architecture, and 54% will invest in insight-driven strategies and actions.

Smart data integration and secure management of trusted digital identities, combined with newly integrated teams and processes, will play a significant role in enabling governments to serve their communities and stakeholders.

U.S. government agencies have been using data to make informed decisions in various areas as data-driven organisations deliver better outcomes, as reported by OpenGov Asia. A new report found that four out of five local government officials in the U.S. say they have improved their use of data in the past six years to drive better outcomes for residents.

Getting to more effective local government and better outcomes for residents requires the hard work of adopting foundational data practices, developing data skills across a broad swath of city staff, and putting in place critical data infrastructure.


Qlik’s vision is a data-literate world, where everyone can use data and analytics to improve decision-making and solve their most challenging problems. A private company, Qlik offers real-time data integration and analytics solutions, powered by Qlik Cloud, to close the gaps between data, insights and action. By transforming data into Active Intelligence, businesses can drive better decisions, improve revenue and profitability, and optimize customer relationships. Qlik serves more than 38,000 active customers in over 100 countries.


CTC Global Singapore, a premier end-to-end IT solutions provider, is a fully owned subsidiary of ITOCHU Techno-Solutions Corporation (CTC) and ITOCHU Corporation.

Since 1972, CTC has established itself as one of the country’s top IT solutions providers. With 50 years of experience, headed by an experienced management team and staffed by over 200 qualified IT professionals, we support organizations with integrated IT solutions expertise in Autonomous IT, Cyber Security, Digital Transformation, Enterprise Cloud Infrastructure, Workplace Modernization and Professional Services.

Well-known for our strengths in system integration and consultation, CTC Global proves to be the preferred IT outsourcing destination for organizations all over Singapore today.


Planview has one mission: to build the future of connected work. Our solutions enable organizations to connect the business from ideas to impact, empowering companies to accelerate the achievement of what matters most. Planview’s full spectrum of Portfolio Management and Work Management solutions creates an organizational focus on the strategic outcomes that matter and empowers teams to deliver their best work, no matter how they work. The comprehensive Planview platform and enterprise success model enables customers to deliver innovative, competitive products, services, and customer experiences. Headquartered in Austin, Texas, with locations around the world, Planview has more than 1,300 employees supporting 4,500 customers and 2.6 million users worldwide. For more information, visit


SIRIM is a premier industrial research and technology organisation in Malaysia, wholly-owned by the Minister​ of Finance Incorporated. With over forty years of experience and expertise, SIRIM is mandated as the machinery for research and technology development, and the national champion of quality. SIRIM has always played a major role in the development of the country’s private sector. By tapping into our expertise and knowledge base, we focus on developing new technologies and improvements in the manufacturing, technology and services sectors. We nurture Small Medium Enterprises (SME) growth with solutions for technology penetration and upgrading, making it an ideal technology partner for SMEs.


HashiCorp provides infrastructure automation software for multi-cloud environments, enabling enterprises to unlock a common cloud operating model to provision, secure, connect, and run any application on any infrastructure. HashiCorp tools allow organizations to deliver applications faster by helping enterprises transition from manual processes and ITIL practices to self-service automation and DevOps practices. 


IBM is a leading global hybrid cloud and AI, and business services provider. We help clients in more than 175 countries capitalize on insights from their data, streamline business processes, reduce costs and gain the competitive edge in their industries. Nearly 3,000 government and corporate entities in critical infrastructure areas such as financial services, telecommunications and healthcare rely on IBM’s hybrid cloud platform and Red Hat OpenShift to affect their digital transformations quickly, efficiently and securely. IBM’s breakthrough innovations in AI, quantum computing, industry-specific cloud solutions and business services deliver open and flexible options to our clients. All of this is backed by IBM’s legendary commitment to trust, transparency, responsibility, inclusivity and service.