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.DOWNLOAD THE INFOGRAPHIC [PDF]
Recent Accenture research has revealed the characteristics and behaviors that distinguish Human Services innovation leaders. Discover how these agencies use digital technologies to deliver innovation with purpose.
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?
AI CROSSES CHANNELS
A single view of the citizen across siloes to create a seamless customer experience on any device.
Automation and self-service enablement help to empower citizens, simplifying the decision-making across the customer lifecycle.
The combination of creative, emotionally intelligent humans and logically intelligent machines increases the scope for human touch to be provided where most needed.
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
Understanding the “Goldilocks Zone for Human Services”
Brian Lee-Archer, Managing Director from Accenture explains how understanding the “Goldliock’s Zone” for Human Services it vital to providing personalised and right sized services for people.
Key Capabilities needed to engage the “Goldilocks Zone for Human Services”
In the second segment Brian Lee-Archer, Managing Director from Accenture explains building key digital capabilities will be needed to engage the Goldilocks Zone.
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 have their say and they want more personalisation from their Human Services Agencies
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: