Sharing Front Office Services: The Journey to Citizen-Centric Delivery -- Summary

In most cases, individuals and families must work with a range of governmental and nongovernmental organizations to get the information and services they need to improve their quality of life.

As research from the Accenture Institute for Health & Public Service Value makes clear, that reality is changing as governments embrace a more holistic approach to service delivery. In this report, the Institute explores the drivers behind shared front office services—including the need to develop more effective responses to complex needs; to provide users with a seamless service experience; to reduce citizens’ cost-to-be-served; and to achieve efficiencies that help reduce government’s cost-to-serve.

The report also identifies and explores four models for designing and implementing such initiatives—collaborative information and assessment systems, collaborative customer interface, networked delivery and joint delivery—and provides an overview of key challenges organizations are likely to encounter in their journeys.