Driving public policy through data : the servizz.gov success story

Abstract

Servizz.gov, a public administration agency under the Office of the Prime Minister, is responsible for various functions facilitating government access. These functions include data-driven actions and decisions that guide public policy implementation by providing exceptional customer care and streamlined services aimed at addressing societal issues, fulfilling public needs, and promoting community goals. Such decisions must depend on empirical evidence, statistical data, and thorough analysis rather than merely subjective opinions or assumptions. This article examines how the Agency effectively utilises data in these initiatives. It employs a mixed methodology to evaluate quantitative statistical analysis derived from the digital systems managed by the organisation and explores the qualitative aspects of users’ experiences with these services. The article presents recent statistical data and discusses how the Agency is leveraging this data and the measures being implemented to enhance service delivery through data analytics.