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LATEST THINKING


Making the personal possible

Innovating Britain’s social services through emerging technologies and human centered-design

OVERVIEW

People today don’t just want services. They want experiences. This shift in expectations has prompted government agencies to embark on a journey to transform how they interact with people so that they can serve them in more personal ways, starting with a new perspective on the technology, people and organizations that deliver social services.

The digital age represents both a force of change and an opportunity for more user-centered service design. New capabilities make productivity gains possible so that all sides are more empowered. But because digital evolves rapidly, any adopted system, structure or operating model must also be continuous and adaptive. By focusing on citizens, embracing collaboration and relying on data-driven decision-making, agencies are better positioned to deliver faster, more efficient services to achieve better, more enduring outcomes. These imperatives allow the progression from reactive support in the present to proactive empowerment for life.

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THE POWER OF AI

Personalised Services with a ‘One Size Fits All’ Approach

Citizen demand for services shows no signs of slowing, yet human services agencies are being asked to deliver more, and deliver it better too. Can artificial intelligence (AI) help government agencies meet demand and improve services, while also controlling costs?


ENABLING HUMAN-CENTRIC
HUMAN SERVICES

AI can help human services agencies personalise delivery and adopt
a more human-centric approach to service delivery.

AI can sense and analyse the world around each customer and make informed decisions based on what it has “learned” to deliver tailored services for citizens. It can help human services agencies get a broader understanding of citizen issues, and augment workforce capabilities to drive more effective interventions and better outcomes for citizens. In other words, AI has the power to make human services more human


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NORWEGIAN LABOUR & WELFARE ADMINISTRATION

Client perspective

Better, bespoke


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:

CITIZENS WANT PERSONALISED AND DIGITAL SOCIAL SERVICES

Every day in our own lives we enjoy the ability to connect with the digital world. From posting our latest pictures, to checking in with friends and family, to ordering the latest best seller with a mobile device we have the digital world at our fingertips and every day it seems that the services we use are getting more personalised. What this has led to is the expectation that every digital interaction should be at the same level of responsiveness and personalisation, even if the organisation delivering the service is a government agency. In fact, the recent Accenture Citizen Pulse survey showed strong majorities (62%-70%) expect the same quality of digital interaction with their human services agencies that they get from online banking, social media or a ride-sharing app. We asked citizens in five countries what they wanted from their human services agencies, check out our latest social services SlideShare and see what they had to say.

  

Citizens have their say and they want more personalisation from their Human Services Agencies



DEPARTMENT FOR WORK AND PENSIONS

Client perspective

Better by design


Andrew Besford, formerly head of Business Design at DWP and now at the Government Digital Service, explores what it takes to transform a vast government department into a modern, citizen-first operation:

INDUSTRY EXPERTS

Rainer Binder

Rainer Binder

Managing Director

Employment and Social Services Lead, Global

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Mark N. Jennings

Mark N. Jennings

Managing Director

Employment and Social Services Lead, UK

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