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RESEARCH REPORT

In brief

36%

US respondents who expect to use more human services in the future.

56%

US respondents who now shoulder significant new caregiving responsibilities at home.

In the United States, more than a third (36%) of people expect to use more human services in the future, 12% higher than the global average.

Agencies under strain

+70%

executives and citizens who agree or strongly agree that human services will look very different in the years ahead.

60%

executives who rated their own organization as highly prepared for current and future challenges.

The Key Priorities

Priority 1: Becoming more responsive

13%

US human services executives who said their agencies have deployed new services on a large scale during the pandemic.

Priority 2: Becoming more accessible

Accenture’s Virtual Visit Solution is another way that governments are making services more accessible while increasing trust through safe, on-demand delivery.

Priority 3: Embracing human ingenuity and new technologies

57%

executives who said their agencies have not yet invested in virtual work solutions.

56%

haven’t invested in modular and flexible infrastructure, such as cloud.

57%

haven’t invested in big data and analytics.

71%

haven’t invested in artificial intelligence.

Toward a brighter future for Americans—and agencies

Managing Director – Public Service, Technology and Cloud Lead

Val is the Global Technology and Cloud Lead for Public Services and Cloud lead for Accenture’s Public Service practice.


Gaurav Diwan

MANAGING DIRECTOR – CONSULTING, HEALTH & HUMAN SERVICES, NORTH AMERICA

Gaurav is a Managing Director focused on the use of innovative technologies within the Human Services industry.


Global Social Services Lead

Rainer leads a team of committed professionals who deliver large-scale transformation projects in the human services industry.


Meghan Yurchisin

GLOBAL LEAD, PS RESEARCH & THOUGHT LEADERSHIP – ACCENTURE RESEARCH

Meghan researches and advises global government clients on macroeconomic, geopolitical, and technology trends.

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