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Back office transformation

MAKING BACK OFFICE A CENTER OF INNOVATION

Proven strategies can transform government back office into centers of innovation by reducing the time and effort spent in transactional processing and compliance, thereby increasing capacity for value added efforts that can drive innovation.

Transformational Strategies

TRANSFORMATION THROUGH INNOVATION

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.


EVEN SO, LESS THAN 2%

of agencies in Canada stand out 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 organizations?

EXPLORE THE RESEARCH
 


READY. SET. INNOVATE.


Emerging technologies can transform the back office into a center of innovation

DOWNLOAD VIDEO TRANSCRIPT [PDF]

Accenture Public Service - The Future of Government Back Office Operations from Accenture

Transformation through innovation

Accenture is already leading transformation—both in agencies around the world and in our own back offices. Expand each topic below for detailed thinking and case studies.

US DEPARTMENT OF HEALTH AND HUMAN SERVICES – NATURAL LANGUAGE PROCESSING

How can natural language processing help automate sorting and review of public comments—a highly labor-intensive process?
A pilot program explored two automated methods for sorting comments:

1

User trains the software “brain” with related sample documents

2

Auto-categorisation functions creates the categories without user input

The pilot identified the first method as the most effective—and demonstrated potential to

SAVE AN ESTIMATED

300,000

EMPLOYEE HOURS
ON FUTURE REVIEWS

Learn More: Driving Growth Through Intelligent Services

Accenture’s Artificial Intelligence R&D group explores new ways of addressing critical business problems by applying leading edge AI techniques, including machine learning, natural language processing, knowledge representation and reasoning.



Key Account Manager
Skatteetaten, Norway

It’s much more motivating and interesting for our employees to work in new and efficient ways instead of doing everything paper-based.

On the whole, our employees embrace these new ideas and concepts. They see that the outside world is changing, supplying more and better digital services, and expect that we also move in that direction.

Our employees are dedicated to their work, but that doesn’t mean they want to do the same things over and over again for 20 years. They need and want to develop.

Learn more: Harnessing Revolution

The very concept of work is being redefined as different generations enter and exit the workforce amidst a rapidly changing technological landscape.

Leaders need to ensure that their people are relevant and adaptable.



TELEFÓNICA S.A. – INTELLIGENT PROCESS AUTOMATION

Much can be learnt from the private sector. Telecom giant Telefónica S.A. has deployed 160+ “robots” that process 400,000 to 500,000 transactions each month. Among the results:

ClockTurnaround times reduced from days to mere minutes

Down 80+% reduction in customer “chase up” calls

R2 Incredible workforce scalability—doubling the robotic workforce almost instantly to support new product launches and scaling back after the surge

Change Projected three-year ROI: 650% to 850%

Learn More: Adopting Intelligent Automation

Accenture shares three lessons learned through our research and pilot projects that can help you realize intelligent automation’s potential and reap its benefits.

Assistant Commissioner,
Digital Program Delivery

Australian Tax Office

“The capabilities of the workforce therefore need to change. The workforce needs to become much more inquiry-based, with an inquiry-based questioning capability and an ability to create linkages. Those aspects become far more important in the service delivery context.

[Emerging Technologies] are going to tackle the higher-volume, lower-complexity workloads that our human resources currently need to be applied to. What you’ll have is a human resource pool that’s being applied to the higher-value, higher-complexity interactions, whatever channel they come in from.”

Learn More: Transformation Through Emerging Technologies

Among the foremost missions of government is to improve the delivery of public services and meet the rising expectations of citizens. Our research clearly shows that the time for experimentation, adoption and exploitation of intelligent technologies has begun.



Former Head of Business Design
UK Department of Work and Pensions (DWP)

“We’d like the operation to work in quite a different way – being able to spend more of their time doing the high-value work. That’s the answer that touches the biggest section of our population, but in addition, there are smaller bits of the business, like data scientists, where we need to be investing much more heavily.”

Learn More: Launching an Insights Driven Organization

Leading organizations are moving beyond just using analytics and are transforming themselves into insight-powered enterprises.

Accenture studied the most analytically-mature companies to better understand this transformation.




THE IMPACT OF A HEAVY VACATION SEASON.

7,000 cases at risk

DTA ENGAGED OTHER STAFF TO FILL THE GAPS,
STAYED ON TRACK AND PROCESSED...

11,500 additional cases

“What gets measured gets treasured” is a statement that speaks to the power of analytics, but also underscores the commitment of the Commonwealth to its greatest “treasures”: its dedicated workers and the citizens they serve.

Learn More: Public Service Analytics

Public service leaders must adopt an enterprise-wide strategy and practical structures to build talent, gain investment and engage users if they are to improve transparency, reduce costs and deliver more insight driven services.

Accenture’s vision for back office transformation

Start today

Bring the back office to the forefront and accelerate performance—with Accenture Government Business Transformation Toolkit.

A proven process that helps you to:

Develop organizational consensus on the focus and direction of your specific transformation journey.

Identify opportunities to use the latest digital innovations—informed by leading practices.

Become a Center of Innovation.

Achieving Back Office Excellence

Learn more about the Accenture Government Business Transformation Toolkit.

DISCUSS YOUR PLANS

Blair House

Blair House

Managing Director, Health & Public Service

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Mark Howard

Mark Howard

Global Administration Segment Lead
Public Service, Accenture

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