Why most service data is fragmented

Jamie Rowell outlines why community service information is often the foundation for prevention-led public services

Executive summary 

Across UK local authorities, service information is one of the most critical – yet most fragmented of assets. Despite sustained investment in digital services, directories, SEND Local Offer information and service listings can be siloed, out of date and inconsistent.

Driven by statutory duties under the Children and Families Act 2014, Care Act 2014, Childcare Act 2006 and SEND Code of Practice (2015), councils must deliver accessible, accurate and joined-up information.

Accurate, governed and reusable service data is now foundational to reducing demand, improving resident outcomes and enabling prevention-led public services.

Why service data is fragmented 

Fragmentation can be the result of how local government structures, legacy systems introduced incrementally, and growing complexity across multi-agency delivery. This creates duplication, inconsistent records, disconnected systems and limited interoperability – with no single view of services or resident needs. 

Why this matters 

When service information is hard to find or inconsistent, residents struggle to access support and professionals waste time validating data. This leads to delayed interventions, increased demand on frontline services and missed opportunities for Early Help.

Conversely, accurate and accessible data enables self-service, faster referrals and improved prevention outcomes. 

Service data as infrastructure 

Local authorities must shift from managing directories as isolated systems to managing service data as a shared, structured and governed asset. This means creating a single source of truth that can be reused across websites, practitioner tools, contact centres and partner organisations. 

Enabling better governance with Directory Connect 

Directory Connect provides a central platform for managing service data as infrastructure. It enables councils to consolidate datasets into a single data model, establish a single source of truth, apply consistent governance and publish data across multiple channels. This reduces duplication, improves data quality and ensures residents and professionals access the same accurate, up-to-date information. 

Conclusion 

Service data fragmentation is a legacy issue – but the expectations placed on local authorities have fundamentally changed. Delivering joined-up, digital-first and preventative services requires trusted, reusable service data. Establishing a single service data infrastructure is key to enabling better outcomes and more sustainable public services. 

If your organisation is looking to reduce duplication, improve data governance and enable better access to services, now is the time to rethink your approach.

Get in touch to explore how Directory Connect can help you create a single source of truth and unlock the full value of your service data.

About the author
Jamie Rowell is Head of Product & Strategy within the dedicated Social Care business unit of Idox – a UK gov tech software solution provider. Jamie is dedicated to user experience and thrives on collaboration with muti-agency partners to deliver solutions that support thousands of families, children and young people.