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Citizen Sentiment Analysis: Insights through Big Data and Analytics

Learn how citizen sentiment analysis from social media can provide valuable insights for government agencies. Discover the benefits, challenges, and potential strategies for using big data and analytics to understand public opinion.

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Citizen Sentiment Analysis: Insights through Big Data and Analytics

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  1. The New EyeInsight through Big Data and Analytics: A Case Study on Citizen Sentiment AnalysisSandipan Sarkar, Executive ArchitectGlobal Government Center of Competence, IBMMobile:+91.98302.31038Email:sandipan.sarkar@in.ibm.com Version 1.0

  2. The world is changing – there is an explosion of data 1 trillion devices are connected to the Internet 1.3 Billion RFID tags in 200530 billion RFIDtags today 76 million smart metersin 2009 … 200M by 2014 4.6 billion camera phones world wide The Information base of the world doubles every 11 hours Twitter processes 12+ terabytes ofdata every day 80% of world’s information is unstructured content 25+ terabytes of log data every day The volume, variety, and velocity of data is growing at an unprecedented rate.

  3. Why the data is “big” now? Characteristics of Big Data Source: IBM methodology

  4. IBM Big Data Platform The challenge is also an opportunity: move analytics closer to big data • New analytic applications drive the requirements for a big data platform • Integrate and manage the full variety, velocity and volume of data • Apply advanced analytics to information in its native form • Visualize all available data for ad-hoc analysis • Development environment for building new analytic applications • Workload optimization and scheduling • Security and Governance Analytic Applications Exploration / Visualization FunctionalApp IndustryApp Predictive Analytics Content Analytics BI / Reporting BI / Reporting Application Development Systems Management Visualization & Discovery Accelerators Stream Computing Data Warehouse HadoopSystem Information Integration & Governance

  5. Governments are trying to move closer to citizens – sentiment analysis from social media can be a useful vehicle in this journey • How do citizens feel about the agency’s new programmes and policies? • What are the most talked about programmes? Is it good or bad? • What are the most positively talked about attributes in the agency’s programmes? Can the agency replicate it to other programmes? • Is there negative chatter that the agency should respond to? • Who are advocates and skeptics of the agency? • Where the agency should be actively listening? Source: Gartner Open Government Maturity Model Building such insight is a daunting task because of the volume, variety, velocity and veracity of information that social media can generate.

  6. Citizen sentiment analysis in social media: a confluence of big data, natural language processing, information extraction and visual analytics

  7. Citizen sentiment analysis in social media for a major social benefits organisation in US revealed valuable insights • Key Observations • Benefits and Services received more than double the amount of coverage than Healthcare related buzz • Disability Compensation and Employment Benefits are the most talked about topics among all the benefits and services offered by the agency. Mental Healthis the most talked about topic among Healthcare initiatives • Disability Compensation, Insurance, and Pension contribute heavily towards negative sentiments, whereas Employment Benefits, Dependent’s Assistance, and Home LoanBenefitsare talked in positive light. • July 2012 hit all time high negative sentiment, because of a single news • Root Cause Analysis • The agency was suffering from huge back-logs in claims processing • Awareness of benefits and serviceswas little among its clients. Agency needed to transform its outreach activities. • Agency had a poor social media strategy.

  8. Questions? Thank you! Sandipan Sarkar sandipan.sarkar@in.ibm.com

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