Adobe Customer Journey Analytics (CJA) achieves Australia’s IRAP assessment at PROTECTED level
As demand for online government services continues to grow, agencies are striving to offer more personalised digital experiences to Australians that improve citizen outcomes. Success in this relies on a better understanding of how citizens interact with government across channels and making certain that data used in this pursuit is managed to the correct level of security standards.
To help Australian government agencies adapt to citizen preferences and safeguard crucial data, Adobe Customer Journey Analytics has successfully completed the Infosec Registered Assessors Program (IRAP) assessment at the PROTECTED level in November 2023.
Customer Journey Analytics is a cross-channel analytics solution that helps to measure online and offline engagement across the entire citizen lifecycle. It gives agencies the insights they need to provide relevant and impactful digital experiences.
Artificial Intelligence capabilities embedded in Customer Journey Analytics enables businesses to democratise insights across the organisation, helping users interpret data without relying on analysts. Intelligent Captions automatically generates insights from dashboards, making it easy to discover and share key trends, anomalies and themes. In the future, natural language processing will empower day to day users to interrogate data without requiring BI skills.
IRAP helps government agencies independently assess systems to determine whether appropriate controls are in place to adhere with the security requirements outlined in the Information Security Manual (ISM). IRAP assessors have evaluated Customer Journey Analytics against controls up to PROTECTED level security requirements, finding it to be aligned with the control requirements for use among Australian federal, state, and local agencies.
Fostering trust in digital government
Trust is vital to the citizen-government relationship. To build and maintain citizen trust, governments must anticipate the diverse needs of all citizens and provide highly functional, efficient, and personalised experiences that meet their preferences.
Ongoing investment in enhancing digital public service delivery is making a difference, but more can be done to ensure no citizen is left behind. Adobe’s recent Global Government Digital Performance and Inclusion (GDPI) Benchmark report found that citizens still find some government information inconsistent, unreliable, and inaccessible.
The GDPI Benchmark comprises three dimensions, and while analysis found that Australian government websites had made year-on-year improvements in two of them - digital equity and site performance - the citizen experience dimension was essentially unchanged. The agencies that achieve higher Benchmark scores tend to have moved toward personalised service interactions to help meet individual citizen needs.
Deriving insights from citizen data is key to improving digital government services, but this must be done responsibly and be supported by strong data privacy and protection. To cater for this, Adobe has provided data residency for Customer Journey Analytics in Australia since 2020. Adobe also has its artificial intelligence services for Customer Journey Analytics hosted in Australia. This IRAP assessment further demonstrates Adobe’s commitment to helping Australian governments enhance the quality and security of public services that, in turn, drive trust.
Adobe’s Common Control Framework
Adobe’s foundation for security processes and compliance controls, Adobe’s Common Control Framework (CCF), provides a baseline for all its security assessments and attestations. With the help of CCF, Adobe has created an in-house IRAP Program to manage the Australian security compliance for Adobe’s IRAP in-scope products, with the aim of scaling Adobe’s IRAP portfolio. It helps Adobe’s in-scope products and services adhere to the robust and evolving requirements of the Australian Government’s Information Security Manual (ISM). Adobe’s CCF, along with the IRAP Program, was instrumental in attaining this IRAP assessment.
As part of our ongoing efforts to promote security, Adobe has open-sourced its CCF to help other organisations that are mapping out their own controls to help meet industry security and privacy standards. You are invited to download Adobe’s CCF today and adopt it in your organisation.
For more information on Adobe’s current compliance regime, please refer to the Adobe Trust Centre. The IRAP assessment letter can also be accessed by customers and partners through the Trust Centre. You can also contact your Adobe Sales representative for the IRAP Assessment report if needed.