Data is a key enabler for designing services that respond to the needs of users and deliver a transformed experience. Transformation is hard to achieve without a strategic approach to establishing a sound data governance model for identifying clear responsibilities, overcoming silo based mentalities and other barriers to data access and sharing, and establishing the necessary leadership and broader capabilities to add value to users. Increasing access and sharing of data and putting it to

more »

... r use raise questions about how organisations can preserve the trust of users through the ethical use, collection, treatment and storage of data. Therefore, the strategic approaches of both the public and private sectors need to foresee potential risks and envisage measures to decrease or handle them. This paper explores the comparative experience of the public and private sectors in their efforts to move towards becoming more data-driven. This article presents an analytical framework organised around four main components: data access (to internally held data concerning users and externally supplied data from users), sharing (within the organisation, or with those outside the organisation), context (resources, skills, leadership, governance, organisational culture) and the necessary business case to justify investment. It is then applied to frame an understanding for data-driven approaches towards improved services in the private and public sectors and concludes by drawing some conclusions reflecting on the common challenges and on what is unique.