Truly human government

The human+ worker is a top trend in this year’s Accenture Technology Vision 2019. For the public sector this means using technology to augment the workforce, improving employee experiences and delivering better outcomes for citizens and businesses.

Technology, tools and training will empower the workforce to perform existing roles in new ways and pick up where digital experiences leave off. Public service organisations can move from reactive to proactive, preventative and predictive service delivery, identifying—and servicing—those in need early.

To achieve all of this, government organisations must transform into more fluid, customer-focused, digitally enabled organisations. Find out more here.

85% of citizens expect the same or higher standard of quality from government services as they do from commercial organisations. Citizens are digital customers; they engage and transact online every day. They are accustomed to consuming delightful, relevant and seamless experiences, with brands that continuously reinvent themselves to anticipate customers’ goals and needs.

As customers’ expectations escalate and evolve in the commercial sphere, so too will their expectations for how they engage with the government. To transform itself and meet this shift in expectations, a digital government must go beyond bolting on technology to their agencies’ existing systems and processes.

Truly human governments break down silos, build up the necessary capabilities and empower workforces to move from transactions to relationships with citizens, designing experiences that meet the needs of an evolving society.

To become a truly human government, public sector leaders must learn from one another, work with ecosystem partners and, most importantly, listen to the citizens themselves. See for yourself how leaders are rising to the challenge.