![Data is at the heart of today’s government services. This is reflected in the federal government’s Data and Digital Government Strategy (the Strategy), which highlights its goal to use data, analytics, and technology to deliver simple, accessible services for people and businesses by 2030. As noted in the strategy, Australians expect personalised, integrated, and easy-to-use services from government entities they engage with. Such personalisation, especially across digital channels, is heavily dependent on data. Delivering such services becomes more effective when the data is more accurate and up-to-date. This is where real-time data comes into play. Why? Real-time data is more accurate because it is always up-to-date. This, in turn, improves the customer experience by enabling services to be more dynamic and interactive. However, because batch processing still accounts for the majority of data processing in government ranks, even the most recent data may become outdated when used to deliver government services. Engage with data in motion Batch processing is when the processing and analysis happen on a set of data that has already been stored for a period of time. This may be days, weeks, or even months, which just doesn't cut it for delivering dynamic and interactive citizen services. In recent years, data streaming has emerged as the technology that allows organizations to tap into their data in real-time in order to improve citizen engagement and experience. Event streaming, another name for data streaming, describes the continuous flow of data as it occurs. This enables true real-time processing and analysis for immediate insights. Streaming data distinguishes itself from batch processing by delivering the most up-to-date information when required. Apache Kafka, one of the most successful open source projects, is used by over 70% of Fortune 500 companies today and is well recognised as the de facto standard for data streaming. The open-source nature of Kafka lowered the entry barrier for working with streaming data, allowing companies to easily build use cases and solutions. However, as with all open-source software, there are limitations. Companies often end up spending more to efficiently manage, scale, secure, and evolve the streaming infrastructure. Why are we still using batch processing if data streaming is the future? Batch processing is still simpler to implement than stream processing, and successfully moving from batch to streaming requires a significant change to a team’s habits and processes, as well as a meaningful upfront investment. That is why Confluent has rearchitected Kafka to create a complete platform that provides a fully managed, cloud-native data streaming solution with the ability to turn data events into outcomes, enable real-time apps, and empower teams and systems to act on data instantly. Personalised for the people Confluent’s ability to utilise data as a continually updating stream of events rather than discrete snapshots means that public sector organisations can leverage data streaming to improve citizen engagement by offering personalised, data-driven services and insights. Confluent’s data streaming platform also enables real-time monitoring and analysis of government services and infrastructure, allowing public sector entities to quickly respond to critical events such as natural disasters or public health emergencies. At a more mundane level, Confluent supports data sharing and collaboration among government agencies, facilitating the seamless exchange of information to serve the public better and optimise resource allocation. And, importantly for government organisations, Confluent’s data streaming capabilities can enhance cyber security by detecting and mitigating threats in real time and safeguarding sensitive government data—a critical element in maintaining our national security. Indeed, 53% of Australian businesses surveyed in a recent Confluent study cited security and compliance awareness as the most applicable use cases for data streaming. It should come as little surprise, then, that industry analyst firm Forrester views Confluent as “an excellent fit for organisations that need to support a high-performance, scalable, multi-cloud data pipeline with extreme resilience.” Streamlining service improvement Data streaming is driving greater efficiency in more than three of four companies across Asia Pacific, according to Confluent research. Meanwhile, 65% of IT leaders polled see significant or emerging product and service benefits from data streaming. With this in mind, the potential for the government to do more with its data is clear, and personalisation is top of mind. Personalising citizen service experiences requires knowing who a customer is at any given moment. This is made possible by accessing data in motion, especially across multiple touchpoints. At the very least, this can help citizens avoid having to provide the same information over and over again as they interact with government agencies. And now, with Confluent assessed under the Australian Information Security Registered Assessors Programme (IRAP), government agencies with an Information Security Manual PROTECTED level requirement can use Confluent Cloud across Amazon Web Services (AWS), Google Cloud, and Microsoft Azure. Australian government agencies will then be able to gather and share data across departments, offices, and agencies securely and at scale. This means even more government agencies will be able to tap data in motion to integrate information across their applications and systems in real time and reinvent employee and citizen experiences for the better.](https://publicspectrum.co/wp-content/uploads/2024/05/Confluent-Advertorial.png)
PagerDuty research reveals incidents costing more and taking two and a half hours to resolve for Australian organisations.
PagerDuty, a global leader in digital operations management, has revealed the average Australian customer-facing incident takes two and a half hours to resolve (148 minutes), with the estimated cost totalling $7,011 per minute, meaning each incident can cost nearly $1,036,327.
The study aims to illustrate the significant impacts that Australian organisations face, with digital incidents increasing by 41% over the last 12 months. Caused by the rapid expansion of complex digital services within organisations, highlighting automation gaps in digital operations ecosystems in Australian enterprises. In terms of frequency, the respondents’ organisations saw an average of 23 high-priority incidents in the last 12 months, with cumulative costs totalling almost $24 million (or $23,835,526) per year.
“Emerging technologies, growing consumer demands, and legacy systems are costing Australian organisations, impacting their bottom lines and adding to wider market pressures,” said Natalie Fair, Regional Vice President for Asia Pacific, Japan at PagerDuty. “We’re now at a point where automation has become critical in maintaining IT infrastructures; consumer trust and ensuring sufficient investments are priorities for business leaders.”
Other key findings of the data include:
Digital incidents continue to rise, but organisations are also understanding the critical role automation can play. 85% of Australian IT leaders surveyed say that their organisation is making strides towards fully automating the end-to-end incident response process.
“Digital incidents occur, and front-line responders are too often hindered in their ability to resolve incidents quickly due to fragmented IT environments, inadequate processes, and the inability to identify the right responders,” said Jeffrey Hausman, Chief Product Development Officer at PagerDuty. “Automation can be a key enabler in achieving resilience in these increasingly complex environments. With automation built into the PagerDuty Operations Cloud, businesses can streamline repeatable, critical work across incident response and service management to reduce the staggering financial costs of incidents.”
The survey was conducted online between May 31, 2024, and June 6, 2024, by Censuswide on behalf of PagerDuty with 500 IT leaders and decision-makers of companies with more than 1,000 employees across Australia, the United Kingdom, and the United States.
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