Digital is influencing the way public service organisations shape and manage their workforce. When supported by new technology, workers have more opportunities than ever to receive comprehensive training, improve knowledge management and provide better services to citizens and businesses. Individuals who bring their own skills and knowledge and integrate them with a new, constantly growing set of technological capabilities are what we call the human+ worker. Public service organisations can unleash the power of the human+ worker to achieve a truly human government.
Empower the human+ worker
The Accenture Technology Vision 2019 surveyed 6,672 business and IT executives globally across 20 industries, including the public sector, to learn their key issues and priorities for technology adoption and investment.
Transform the future of public service delivery through the human+ worker
Public service organisations can enhance the employee experience, and in turn the experience of citizens, businesses and communities, by optimising the workforce mix, supporting lifelong learning and enabling a continuous flow of knowledge.
Human+ is here to stay
The Accenture Technology Vision 2019 underscores the need for public service leaders to respond to their human+ workforce. For instance, most (93%) public service executives report that the pace of innovation in their organisations has accelerated over the past three years due to emerging technologies. The effects cascade to employees. Within the next three years, 39 percent of public service leaders expect that more than 60 percent of their workforce will move into new roles requiring substantial reskilling, due to the impact of technology. Clearly the time to transform is now, so that public service agencies can give workers the technology tools they need to learn, grow and thrive. The benefit? Happier employees and more satisfied customers.
Influence the DNA of the human+ workforce
Leadership and culture must adapt to shape a workforce equipped to meet the ever-evolving needs of citizens and businesses, when—and where—they are in need. Public service leaders can begin by:
- Encouraging a culture of experimentation and unleashing workers to make decisions and take initiative.
- Developing a governance structure that enables innovation and facilitates an outcome-driven approach.
- Promoting new behaviours through approaches such as gamification and peer networks.
- Empowering workers with tools, champions and coaches to encourage innovation.
Becoming human+ has expanded the capabilities of the workforce beyond what public service could have imagined just a decade ago. With the right investments in technology and skills development, the transformation will guide agencies to not only create a more engaged, productive workforce, but also to improve outcomes for citizens, businesses and communities.