Citizens look to human services agencies for support and guidance at some of the most critical times in their lives—whether during education, employment or retirement.
But the future is less predictable than it used to be, and citizens’ expectations are increasingly out of sync with what these agencies can provide. This is why leading agencies are questioning their tried-and-tested methods. They are exploring innovative methods—many of them realized by digital technologies—to reinvigorate the support they give to citizens.
Creating the human services agency of the future means asking difficult questions and making decisions that might challenge the status quo. Yet the result is an agency that makes life better for citizens at all levels of society.