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Social Services consulting

Helping social services agencies become more agile and responsive to deliver better outcomes to users.

Digital services designed for real lives

As the pace of technological, social and economic change accelerates, people need support to embrace the opportunities this brings. We help agencies make informed decisions by harnessing labor market intelligence, deliver programs to identify and develop in-demand skills through life-long learning, and create digitally enabled services to get people into rewarding roles. We also offer this same support within agencies by providing insights into current and future skill needs then defining the strategies and the culture to recruit, reskill and retain the people who have them.

People are rarely accessing social services out of choice, so it needs to be empathetic whilst ensuring that public money supports the people who really need it. We work with clients to replace legacy systems and processes with future-ready and digitally enabled services that have users at their heart. These new systems streamline applications, simplify access to benefits, and provide the insight needed to identify and stop fraud.

Millions around the world depend on reliable access to pensions and social security support for their livelihood. We help agencies build long-term resilience by modernizing their existing infrastructure and improve efficiency and effectiveness by deploying digital services that automate processes for employees and users. All without disrupting access.

Supporting children and families is sensitive work and people at child services agencies need to navigate complex situations on a daily basis. Our teams help augment these critical roles with technology solutions that provide deeper insights at individual and organizational levels, automate routine tasks, and integrate systems securely. These tools help enhance what agencies can do and give their people the time and information to achieve the best possible outcomes.

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How we serve our clients

We help agencies cultivate innovation in social services by bringing together leading technology with human-centered design.

Cloud and digital platforms

Migrating to future-ready systems and platforms on the cloud will enable the next wave of innovation for agencies and the people they serve, we help agencies make the journey.

Data-led transformation

Insight is the key to delivering empathetic and proactive support to the people who need it most, we enable agencies to deliver these truly data-driven services.

Security

Social service agencies handle some of the most sensitive data and provide critical services, so we work with them to protect privacy and improve resilience with effective cyber security.

Talent transformation

Agency employees need the right tools to respond to the changing demands of service users and the skills to use them, we help agencies build this future talent.

Metaverse

From virtual reality (VR) enabled training for case workers to unified digital identities for benefit claimants, we’re helping agencies make the most of the whole metaverse continuum.

Case studies

How we have helped agencies to transform and continue to empower the people they serve.

Explore

Meet "AVA": The State of Tennessee's virtual agent

The State of Tennessee leveraged intelligent automation to address the surge in family assistance requests and improve the citizen experience.

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Explore

Caseworker training reimagined

San Diego County improve service delivery by reimagining caseworker training with virtual reality.

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Explore

Social security: Securing life goals

Helping Singapore’s Central Provident Fund Board make social security a simpler, more personalized experience.

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Voices of public service

Latest blogs from our public service leaders

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What we think

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Public Service

Public service experience through a new lens

Learn how public service agencies can reframe experiences in the changing context of people's lives.

Talent & Organization

Why belonging matters now more than ever

Improve public service workers experiences by creating a future of work that’s more equitable.

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Meet our lead

Rainer Binder

Managing Director – Health & Public Service, Social Services and Workforce & Talent Transformation
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Frequently asked questions

With budgets tightening, and people’s expectations of digital services changing rapidly, digital transformation is essential to becoming agile, responsive and citizen-centric organizations that deliver services built around real lives.

In response, the mission of social services agencies is evolving from responding to the needs of disadvantaged and vulnerable groups to offering proactive lifelong support to all members of society. This shift will mean fundamentally changing how social services of all kinds operate.

The needs of social service agencies are unique, even compared to one another. Employment agencies need to support people to find fulfilling jobs in a rapidly changing economy. Benefits providers have to make sure that financial support gets to the people who need it most. Public pensions and social security organizations must streamline and ensure access to vital services. And child services agencies need to handle incredibly complex and personal situations every day.

Consultants to social service agencies, like Accenture, have a deep understanding of these needs and help leaders identify the changes needed and how to navigate them. This can include strategic insight into service user needs, support to migrate away from legacy systems or operational redesign to deliver services in new ways.

To help people achieve better outcomes, social services agencies need to intervene earlier and more proactively, while building more organizational agility and resilience. To do it they need to collaborate more widely with ecosystem partners.

They also need to harness disruptive digital technologies like intelligent automation, extended and virtual reality and artificial intelligence, all while improving cybersecurity and making the move to cloud. When combined, these can enable social service agencies of all kinds to continue to meet service users’ evolving needs more effectively and efficiently.