Outcomes-focused service delivery

Meeting citizens where they are, with personalised, frictionless experiences that foster trust in government.

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Public Service

Public service experience through a new lens

Designing experiences for people, not agencies

There is tremendous momentum around customer experience in public service today.

A decade’s worth of technology and lifestyle changes, the impact of the pandemic and constantly evolving customer needs have created the opportunity for government to refocus their experience lens. Addressing the opportunity means getting in sync with not only what people need and want, but with how they live their lives.

A profound shift is underway from isolated transactions and agency silos to holistic, informed experiences and better outcomes. Making this shift goes beyond developing portals and digitizing transactions. It is life-centric and experience driven. It takes transforming strategies, systems and ways of working to deliver simple, human and secure experiences across channels.

Obsess over citizens’ needs

Citizens' needs and values continue to shift, making their holistic 'experience' a more pressing issue than ever before. To better understand these evolving expectations, hear real people’s thoughts on interacting with government services.


Citizen experience - impactful change


Citizen experience – frictionless trust

Sync the tech, data and human agenda

Achieving the best outcomes requires a deliberate, strategic approach to make the biggest difference in individuals' lives. With the proper planning, this is a look at the future of citizens' experiences.

Boundaryless insight sharing

A non-custodial parent applies for unemployment and child support payments are adjusted so financial obligations are met.

AI-driven government services

A business owner starts a new daycare center in just a few weeks thanks to an AI-driven advisor that walks her through the process.

Proactive government services

Instead of stressing out over her annual tax return, a mom pulls up a pre-populated form on her smartphone and pushes a button to file.

Government in a marketplace

A teenager interested in fishing buys a new pole at the local sporting goods store and can apply for a fishing license at the same time.

Government as a business partner

A hobbyist brewer uses a wizard powered by the state economic development agency and local suppliers to start a microbrewery.

Government enabling communities

A family files for unemployment benefits, and the local food bank gets information so they can provide additional support right where the family lives.

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Experience first, agency second

"A great experience is defined not by what you have to offer but by how well you enable your customers to achieve the outcomes most important to them."

— Accenture Business of Experience 2020

Advance with innovation

Citizens demand their public services to be on par with private sector experiences. Here is an insight into how private sector leaders are thinking about experience.


of CEOs said their company will fundamentally change the way it engages and interacts with its customers.


leading companies said they were very confident about their ability to link their CX innovations to actual business results.

Inspiration from private sector

We redefine experiences across government and education to ensure that our client’s mission is grounded in proven strategies, augmented with cutting edge innovations, and designed to deliver meaningful value. Take a look.

Accenture helped Singapore's Central Provident Fund Board transform their digital social security services.

Northeastern University built a flexible learning, leaving a lasting mark on the student experience.

The Tennessee DHS needed call center assistance to deal with massive COVID-19 call volumes.

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What we think

Learn how public service agencies can reframe experiences in the changing context of people's lives.

Discover three trends that can create effective and frictionless borders enabling prosperity and security.

Accenture outlines a shift in how business understands customer needs and wants by moving from a consumer centric to a life-centric approach.

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Our leaders

Advance your mission

Making a difference in citizens’ lives requires not just setting a bold vision, but executing pragmatically and efficiently against it. Our deep industry expertise drives end-to-end, proven solutions to help your organisation evolve.

The public service journey to secure cloud

Public service organisations embrace cloud to enable and accelerate innovation, intelligence and value. 

Reimagining transactions and compliance

It’s time to reimagine how government payments are made and processed, how compliance is communicated and monitored, and how these are designed.

Workforce for a new era

Reimagine skilling, talent and operational models to build a resilient workforce that can meet citizens’ evolving needs.

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