Citizen engagement reference architecture - Government Lens

Citizen engagement reference architecture

Governments are increasingly investing in citizen facing channels: mobile applications, web portals, call center agents, and chatbots to enhance the overall citizen experience. In a regulated industry space, user engagement architectures challenge the segregation often recommended for classified workloads and in some cases with citizen engagement it’s based on verifiable identity along with:

  • High volumes of real-time ingestion from public and private sources.

  • The requirement for different data protection based on data classification.

  • Use of event-driven architectures to leverage on-demand scalability and pay-per-use model.

  • Inclusion of real-time and archival flows.

A reference architecture diagram showing a citizen engagement solution to perform sentiment analysis on content posted to Twitter.

Figure 2: Reference architecture for a citizen engagement solution