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:
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High volumes of real-time ingestion from public and private sources.
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The requirement for different data protection based on data classification.
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Use of event-driven architectures to leverage on-demand scalability and pay-per-use model.
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Inclusion of real-time and archival flows.

Figure 2: Reference architecture for a citizen engagement solution