Citizens are demanding more from public service agencies. As technology continues to advance and societal expectations change, citizens are seeking more intuitive and responsive services that fit seamlessly into their lives.

Public service agencies are faced with the challenge of delivering their services according to today’s demand whilst also evolving their operations to meet the demands of tomorrow.

Delivering the public services of the future doesn’t require public service agencies to reinvent their systems from scratch, they can achieve it by building on what’s already there: their core. By evolving their existing operations, processes and systems; and embedding innovation, new ways of working and partnering; agencies can turn pervasive change to their advantage.

Find out how one national social services agency evolved its core in this way to deliver against the demands of today’s citizens—and the agility to serve tomorrow’s at the speed of life.

Strategy and solution

The first step was the development of a blueprint study to test the feasibility of modernising the agency’s core mainframe systems, followed by a proof-of-concept prototype involving a government retirement scheme. Following the success of that initial phase, the project has now moved onto modernising the remaining schemes.

The redesign of the social service agency’s core systems had a number of key considerations:

  • Architecting for agility and stability
  • Building the future workforce
  • Human-centered design
  • Optimising talent
  • Embedding future-readiness


Thanks to the modernised user Interface screens, users’ activities are now more intuitive and involve less need to switch between systems and functions during a transaction. This has resulted in productivity gains of up to 20 percent and has accelerated the learning curve for new employees by 10 percent.

The productivity of IT users has also increased, thanks to the custom-built accelerators that have reduced the time taken to analyze and develop test scripts. The gains include time savings of more than 70 percent when analyzing COBOL (Common Business Oriented Language) codes, and up to 30 percent during application testing.

Overall, modernising this social service agency’s core operating system has delivered substantial immediate benefits to productivity—while also re-equipping it to meet citizens’ evolving needs in the future.

Meet the team

Subscription Center
Visit our Subscription and Preference Center Visit our Subscription and Preference Center