# Citizen engagement reference architecture
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 Governments are increasingly investing in citizen facing channels: mobile applications, web portals, call center agents, and chatbots to enhance the overall citizen experience. In a regulated industry space, user engagement architectures challenge the segregation often recommended for classified workloads and in some cases with citizen engagement it’s based on verifiable identity along with: 
+  High volumes of real-time ingestion from public and private sources. 
+  The requirement for different data protection based on data classification. 
+  Use of event-driven architectures to leverage on-demand scalability and pay-per-use model. 
+  Inclusion of real-time and archival flows. 

![A reference architecture diagram showing a citizen engagement solution to perform sentiment analysis on content posted to Twitter.](https://docs.aws.amazon.com/wellarchitected/latest/government-lens/images/citizen-engagement.jpg)