Information Management in today’s digital world is one of the greatest challenges for all levels of the Australian Government but can new indexing and relevance solutions be the key to unlocking government data and creating new opportunities for customer engagement?
Rapid technological change has created a complex chain of legacy systems within and across multiple government departments that have caused a fragmentation and proliferation of knowledge repositories. This makes it difficult for government employees to access the huge amount of information housed across disparate data sources and to analyse that information in a timely and meaningful way so that the end user can make informed decisions. The complexity of these systems often impedes public servants’ work flow, impacts public service delivery and increases government costs.
In addition, the government faces increasing pressures from digital citizens for more efficient, responsive, personalised technologies and “real-time” customer experiences that they have become accustomed to using when interacting with businesses. This includes providing a more seamless and personalized omni-channel experience, presenting relevant knowledge and experts to citizens via the right interface at the right time.
The challenge now lies in consolidating the mass of data within the government’s knowledge ecosystem and being able to drawn actionable insights by making sense of it within the relevant context.
Enter, Coveo. A revolutionary enterprise search solution that’s been described as “Google on steroids”. As Louis Têtu, Chairman and CEO of Coveo Solutions explains Coveo’s software has the ability to organise and deliver government information into actionable, on-demand knowledge for public servants and customers alike. Its interface is underpinned by a unified indexing engine that uses a broad set of data connectors to reach, consolidate and deliver all government information sources authorised for access, wherever they reside, with complete adherence to security constraints and business rules of the organisation. It acts like an ‘intranet of everything’ that collates information from databases, CRM’s, email, share points, cloud content and servers, making them instantly accessible from a single hub. This allows government organizations to embrace IT complexity while enabling knowledge workers to index and consolidate knowledge from these disparate data sources, enrich it with analytics and metadata and present within the context of the end user to drive actionable insight.
According to Louis, Coveo provides richer information access to government employees by allowing them to search information records across all internal and external repositories to which they are allowed access – even across ministries to gain quick insights into customers, projects and products in a context that is relevant to their personal queries or search terms. Louis explains that the contextual clues found in the data help to surmount information stove pipes and offers a 360 point of view without having to migrate legacy systems or interference with existing IT structures. For example, the Justice System has an abundance of information that is typically difficult to cypher through. However, with indexing technology electronic government records could be accessible to the authorised public, free on demand and catalogued according the context of their search. Coveo is changing the paradigm of knowledge management moving beyond quantifying information and taking it to the next step by being contextually relevant and delivering insight. Louis believes by engaging with the Coveo teams, including local Master Reseller Hyperinsight, governments have the opportunity to become more agile, efficient organisations, better able to serve the public through actionable insights, at a lower cost.
Indexing technology like Coveo helps to overcome the challenge the Australian Government faces in making sense of all its data and modernising public service delivery and customer engagement for the 21st century citizen.
International keynote Louis Têtu, Chairman & CEO, Coveo Solutions Inc will provide deeper insights into ‘Making Sense of All the Data: Enterprise Search in Government’ at GovInnovate from 25-27 November, National Convention Centre, Canberra. For more information or to register visit http://www.cebit.com.au/govinnovate