Government enhances social analytics with SAS

Thursday, 9 September 2010

Technology

10 August 2009

Governments are increasingly aware of the importance of social analytics to build a high-quality society. Applications of social analytics can be very broad, including building a surveillance and early warning system on social issues, and understanding and predicting various aspects of citizens’ behavioral patterns in order to improve efficiency of policy implementation and maintain good citizen relationship.

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SPOTLIGHT

As the leader in business analytics software and services, SAS is committed to assisting government agencies with using social analytics, through leveraging its advanced analytics technologies. “We believe government agencies will increasingly adopt citizen intelligence and social analytics, to more proactively and appropriately develop fact-based government policies that improve people’s day-to-day lives,” said Cecil Ko, General Manager of SAS in Hong Kong.

SAS analytics helps to enhance social intelligence in different aspects:

Citizen Relationship Management
Government agencies can better understand social behavior and demands, through analysing citizens’ behaviour patterns via different channels, such as government websites or hotline center, to improve citizen relationship management and maintain a closer relationship between government and citizens.

Discovering Hidden Intelligence on Social Phenomena
SAS’ text mining capability aids discovery and analysis of hidden relationships from free-format structured and unstructured text, such as complaints from citizens or testimonies of an eyewitness. This allows government agencies to uncover hidden social phenomena or issues, and enhance citizen satisfaction.

Community Safety
The sophisticated analytical power of SAS helps government agencies to develop comprehensive surveillance systems on different areas, such as disease outbreaks and fire risks, and take proactive action to ensure community safety.

During the Government Information Forum 2009, sponsored by SAS, the Efficiency Unit of the Government of HKSAR – a customer of SAS – will share ways social analytics helps the unit improve pro-active citizen management. Join us for a unique learning experience that will give you the insight to make a measurable impact on your business.

“Building a Complaint Intelligence System for a Quality City”(19 August, 1:30pm – 2:30pm) W. F. Yuk Assistant Director, Efficiency Unit The Government of the Hong Kong Special Administrative Region

The Efficiency Unit operates the 1823 Call Centre to provide a single point of contact for handling public enquiries and complaints on behalf of government departments. In 2008, the call centre handled over 2.65 million calls and 98,000 e-mails.

With the vision of driving service transformation in the Government, the Efficiency Unit recognised the importance of complaints data, which provides important feedback on public service and highlights opportunities for service improvement. However, about 70% of the complaints data was stored in unstructured textual formats and could not be analysed by standard statistical tools. The Unit required a robust and powerful suite of text processing and mining solutions that could uncover the trends, patterns and relationships, to unveil the insights of complainants.

In the session, W. F. Yuk will explain how text-mining technology enhances the 1823’s ability to analyse complaints. With insights on trends derived from statistical and root-cause analyses, the Unit can better understand the voice of the people, and produce high quality complaint analyses to help government departments improve service delivery, make informed decisions and develop effective strategies.

If you would like to join us at the event and obtain the insights shared by Mr W. F. Yuk, please download the complete agenda and details here: Government Information Forum 2009