Once we have gained an understanding of the user’s needs, challenges, and behaviour, we will need to analyse another set of data to further refine our approach and create a hyper-personalised experience.
can provide valuable information about user behaviour, such as how many users are visiting the website/ app, how long they are staying on the channel, and which pages they are visiting most.
can be analysed to gain insights into common user questions and concerns and areas of complaints.
such as likes, shares, and comments on government social media.
can be conducted online, via email, or through phone calls. They typically involve asking a set of standardised questions to a large group of users to collect data on their behaviours, preferences, and attitudes.
as payment history or service application data can provide insights into user needs, behaviour and preferences.
such as reviews and ratings, can provide data on how users perceive your product. By analysing trends in feedback over time, you can identify common pain points and prioritise improvements.
In-house dashboards
Reporting tools
Government services observatory
AI algorithms domains including Machine Learning (ML), Natural Language Processing (NLP) and Large Language Model (LLM)
Cross-channel journey analysis
Entities need to continuously measure and optimise the personalisation strategy based on user feedback and performance metrics. This helps to improve the relevance and effectiveness of personalised experiences over time.
By providing personalised experiences and tailored service options, Hyper-personalisation can improve citizen engagement with government services and increase satisfaction with those services.
By providing more personalised and relevant services, Hyper-personalisation can improve outcomes for citizens and increase the effectiveness of government programs.
By leveraging citizen data to personalise service delivery, government agencies can improve efficiency and reduce costs by streamlining processes and providing targeted services.
If done correctly, Hyper-personalisation can increase citizen trust in the government by showing that the government cares about each citizen’s unique needs and is working to provide tailored solutions to their problems.