Demands on social services agencies are growing more complex, with shifting demographics pressurising agencies that are already stretched. The needs of Australians, meanwhile, continue to evolve—they expect digital self-service channels to meet their basic demands, and personalised care when it matters most.
Australian social services agencies have proven resilient to tough challenges before, but many acknowledge that new forces demand a fundamental rethink of the operating model: from reactive and transactional to proactive and preventative.
This transition requires technology and people to be used in very different ways. To better understand how, we surveyed technology leaders in social services agencies in nine countries (Australia, Finland, France, Germany, Japan, Norway, Singapore, the United Kingdom and the United States)
We found that not only are emerging technologies helping agencies to deliver new innovative services, they are freeing up the workforce to focus on the greatest needs of Australians.
Torbjørn Larsen, CIO, NAV (Norwegian Labour & Welfare Administration), on how data helps social security agencies to leave behind their traditional one-size-fits-all approach:
Better by design