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Making The Personal Possible - Taking Human Services from the Era of Support to the Era of Empowerment

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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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:



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

Managing Director

Employment and Social Services Lead, Global

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Mark N. Jennings

Managing Director

Employment and Social Services Lead, UK

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