Innovating Public Service
Technology is changing the world at an exponential rate. Public Service leaders need to innovate, but how do they achieve transformational success?
Government innovation: Citizens value and want more of it. An Accenture survey of 590 government professionals across 10 countries found almost universal recognition of what citizens are asking of them. Yet just 8 percent of agencies in the study emerged as government innovation leaders.
What results are innovation leaders achieving? What are they doing that sets them apart? And, how can we apply their habits and behaviors to fuel innovation in other organisations?
of government executives see innovation as part of their day-to-day jobs.
New ideas are needed to create new business models, improve customer experiences, and unlock value - scaling from idea to implementation at pace with certainty and managed risk.
Innovation needs to be continuous – this means taking a new approach to cultivating. Whilst new ideas may develop organically, technology leaders should convene creative thinkers and digital champions to create an innovation network that continuously develop and drive from ideation to prototype.
An innovative culture needs an ecosystem of passionate, diverse people who have an entrepreneurial mindset and are not afraid of failing. Creating an innovation agenda means rethinking the structure and approach, it is not the accountability of one person or group, but a process of discovering insight and co-creating future ideas by solving fundamental challenges in creative ways.
Scaling an opportunity at speed relies on a unique capabilities scale needs discipline, structure and architecture. A cross-capability team of industry, technology, experience, operational and organisational change expertise helping Public Service leaders move from pilot to production to achieve transformation.
Much like a Conductor, technology leads need to take a melody and make into a symphony.
Take a deeper dive into the challenges and opportunities transformational technologies are presenting to Public Service organizations.
Tax. Known for complexity over customer service, it’s not the first place you look for innovation inspiration. Unless you’re The Office of the Revenue Commissioners in Ireland (Revenue). In a world first, Revenue saw the opportunity to better meet customer needs using new technology—delivering game-changing outcomes.
With telephone the most common channel for contact, Revenue receives more than three million calls a year. They’re not all complex enquires, but they all require, time, attention and friendly assistance.
This customer service demand represented the perfect chance to take advantage of artificial intelligence (AI) automated services, as well as cutting-edge natural language processing.
By leveraging our deep industry expertise and applying it to the specific challenges that public organisations face, we can deliver proven solutions, end-to-end. We’re infusing government with the fresh thinking it needs to give citizens what they want.