Integrating Big Data and Thick Data to Transform Public Services Delivery

Abstract

Big data holds great promise for improving public services delivery and innovation in government, but they are not a panacea. Having lots of data can be overwhelming or have little utility if the data are “thin”—that is, they lack meaning for users or fail to capture issues that matter most. By yielding insights into what citizens really care about and how they consume services, thick data can inform both the collection and analysis of big data. This report introduces the concept of “mixed analytics,” integrating big data and thick data to transform government decision making, public services delivery, and communication. The report presents three case studies of organizations that employ mixed analytics at the international, federal, and city level, respectively. Together, this research offers a set of transferable lessons for agencies at all levels of government: • Lesson 1: Big data is a means to an end, rather than an end. • Lesson 2: Thick data can identify unexpected problems or previously unexpressed needs. • Lesson 3: Thick data can inform the analysis of big data. • Lesson 4: Mixed analytics can offer both scale and depth. • Lesson 5: Applying technology is a social activity, not an isolated technical task. • Lesson 6: The best solutions are not always high-tech.