Adobe's Customer Journey Analytics (CJA) has been granted PROTECTED status in the Australian Government Infosec Registered Assessors Program (IRAP) assessment scheme.

As the interaction between citizens and the government across different platforms becomes more complex, the importance of understanding these interactions and managing the data obtained from them correctly and securely becomes paramount. Adobe Customer Journey Analytics steps in with a unique cross-channel analytics solution to help measure online and offline engagement across the entire citizen lifecycle. The solution thus supports agencies in delivering relevant and impactful digital experiences. Most importantly, the IRAP assessors found the analytics solution to be aligned with the control requirements for use among Australian federal, state and local agencies.

CJA is made more powerful by integrating Artificial Intelligence capabilities. These capabilities allow organisations to democratise insights across the board, helping non-technical users interpret data without relying on analysts. Features such as Intelligent Captions that produce insights from dashboards simplify the process of identifying and sharing key trends, anomalies, and themes. Anticipated advancements indicate that natural language processing could enable day-to-day users to interrogate data without requiring BI skills.

Government trust is a vital component of the citizen-government relationship. Generating insights by responsibly managing citizen data is key to improving digital government services while also ensuring that data privacy and protection are robust. Adobe has been supporting this endeavour by offering data residency for Customer Journey Analytics in Australia since 2020.

Adobe's ongoing commitment to enhancing digital public service delivery is revealed through results from its recent Global Government Digital Performance and Inclusion (GDPI) Benchmark report. According to the report, although year-on-year improvements in digital equity and site performance were marked, user experience remained largely the same. This indicates a need for personalised service interactions to meet individual citizen needs better.

Security and compliance are other areas Adobe is placing a strong emphasis on. Adobe's Common Control Framework (CCF) offers a standard for all its security assessments and attestations. Instrumental in obtaining the IRAP assessment, the CCF also includes an in-house IRAP Program that handles Australian security compliance for Adobe's IRAP in-scope products. This is aimed at scaling Adobe's IRAP portfolio and ensuring adherence to the robust and evolving requirements of the Australian Government's Information Security Manual (ISM).

In the spirit of encouraging openness, Adobe has also made its CCF open-source, inviting other organisations to download and adopt it as part of their efforts to meet industry security and privacy standards.