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Emerging technologies make their mark on public service

OVERVIEW

Among the foremost missions of government is to improve the delivery of public services and meet the rising expectations of citizens.

Our research, based on a survey of public service technology leaders in nine countries (Australia, Finland, France, Germany, Japan, Norway, Singapore, the United Kingdom, and the United States), reveals that intelligent technologies are already playing a pivotal role in helping agencies achieve this mission—and expectations of future gains are high.  

But our respondents are also pragmatic: Technology is only one part of a wider program of profound change where leadership, adaptability and skills will also play their part.

The time for experimentation, adoption and exploitation of intelligent technologies has begun.

FIND OUT MORE ABOUT THIS RESEARCH AND DOWNLOAD THE REPORT [PDF]

STRONG EXPECTATIONS

Intelligent technologies have the potential to play a transformative role in meeting public service agencies’ key challenges

Increasing citizen satisfaction

The #1 objective when considering or implementing the Internet of Things, machine learning, video analytics and biometrics

Increasing citizen satisfaction

Internet of
Things

Machine
learning

Video
analytics

Biometrics/
identity analytics

Increasing job satisfaction

Increasing job satisfaction

of public service agencies agree that implementing intelligent technologies “will improve the job satisfaction of current employees”

Outcomes are already being achieved

Outcomes are already being achieved

of those who are piloting or implementing projects report positive gains from the use of intelligent technologies in developing new services and applications

BUT OBSTACLES REMAIN

There are hurdles to overcome for public service agencies as they seek to implement intelligent technologies.

Top three barriers to implementation of intelligent technologies

Legacy systems

Lack of leadership support or understanding of potential

Lack of internal skills or ability to hire

  • Legacy systems

  • Lack of leadership support or understanding of potential

  • Lack of internal skills or ability to hire

EMERGING TECHNOLOGIES GAIN MOMENTUM

Adoption patterns may differ by sector and geography, but there is a clear appetite for embracing intelligent technologies.



Top three intelligent technologies piloted or implemented by country

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Authors

Chris Gray

Chris Gray
Managing Director
Health & Public Service Analytics Lead EALA

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Terry Hemken

Terry Hemken
Global Managing Director
Accenture Analytics Insights Services for Public Service

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