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Local governments, like all public sector institutions, collect lots of data about their citizens. The intention is that the data will be used for good purposes to inform better decision-making, but that is not always the case. In fact, data can be used for nefarious purposes just as easily.

This paper brings together three data experts from three local government jurisdictions – two from Australia and one from Canada.

With a specific focus on improving the customer experience, each of them provides a perspective on how to manage data, how to work with it better by building technology around it, and how to ensure that the data is genuinely used to inform better decision-making, with the customer in mind.