Back office transformation
JOB ONE: REIMAGINE THE STATE GOVERNMENT WORKFORCE
Together with Accenture and NEOGOV, the National Association of State Chief Administrators (NASCA) surveyed state Chief Administrators to understand critical workforce goals and challenges. The research affirms states’ challenges in finding and retaining top talent and the urgent need to reimagine their workforces.
We surveyed Chief Administrative Officers, public and private sector job seekers and analyzed 14M+ job postings to compare the number of applicants.
The report recommends changes to reshape recruiting and transform employee experience—and shares examples of states making progress in both.
STEP ONE: BE BOLD START NOW Job One for states is rethinking their workforces. Step One is to be bold in your approach. Governors, State Chief Administrators, Personnel Executives: Take action today before the gap widens and the compounding challenges lead to an irreparable and costly future.
READ REPORT
MAKING BACK OFFICE A CENTER OF INNOVATION
Proven strategies can transform government back office into centers of innovation by reducing the time and effort spent in transactional processing and compliance, thereby increasing capacity for value added efforts that can drive innovation.
TRANSFORMATION THROUGH INNOVATION
New Accenture research makes it clear: Citizens want more innovation from government. Government employees see innovation as part of their day-to-day jobs. And government executives recognize their role in leading their organizations to be more innovative.
EVEN SO, ONLY 9%
of agencies in the U.S. (8% globally) stand out
as government innovation leaders.
Accenture surveyed nearly 600 government professionals in 10 countries—yielding a unique perspective on government innovation around the world. Discover what they’re getting right—and the lessons to fuel higher performance across Accenture’s Innovation Framework.
EXPLORE THE RESEARCHREADY. SET. INNOVATE.
Natural Language Processing
US DEPARTMENT OF HEALTH AND HUMAN SERVICES – NATURAL LANGUAGE PROCESSING
How can natural language processing help automate sorting and review of public comments—a highly labor-intensive process?
A pilot program explored two automated methods for sorting comments:
1 - User trains the software “brain” with related sample documents
2 - Auto-categorization functions creates the categories without user input
The pilot identified the first method as the most effective—and demonstrated potential to
SAVE AN ESTIMATED
300,000
Investing for Transformation
Transformation Through Emerging Technologies
Among the foremost missions of government is to improve the delivery of public services and meet the rising expectations of citizens. Our research clearly shows that the time for experimentation, adoption and exploitation of intelligent technologies has begun.
Intelligent Process Automation
TELEFÓNICA S.A. – INTELLIGENT PROCESS AUTOMATION
Much can be learnt from the private sector. Telecom giant Telefónica S.A. has deployed 160+ “robots” that process 400,000 to 500,000 transactions each month. Among the results:
Emerging Technologies
Assistant Commissioner,
Digital Program Delivery
Australian Tax Office
“The capabilities of the workforce therefore need to change. The workforce needs to become much more inquiry-based, with an inquiry-based questioning capability and an ability to create linkages. Those aspects become far more important in the service delivery context.
[Emerging Technologies] are going to tackle the higher-volume, lower-complexity workloads that our human resources currently need to be applied to. What you’ll have is a human resource pool that’s being applied to the higher-value, higher-complexity interactions, whatever channel they come in from.”
Learn More: Transformation Through Emerging Technologies
Among the foremost missions of government is to improve the delivery of public services and meet the rising expectations of citizens. Our research clearly shows that the time for experimentation, adoption and exploitation of intelligent technologies has begun.
Automation and Robotics
Accenture’s own experience
Accenture Operations is moving our bar too—significantly changing our operations business and talent mix through automation and robotics.
ROBOTICS IMPACT ON OUR OPERATIONS TALENT MIX
Business Advisors
- Focus on Business outcomes
- Accelerates Analytics Services
- Expand footprint in MarketingOps, FP&A, RTR, Network
Process Specialist
- Enhance footprint Talent, OTC and Health
Process Delivery
- Digitalization
- Self Service Robotic Factory
- Global Productivity Hub
- MiniBots
Achieving productivity of 17,000+ FTEs through automation
LEARN MORE: Innovative Robotics Process Automation (RPA)
In December 2016, HfS Research highlighted Accenture’s strong innovation and holistic strategy for intelligent automation finding that, “Accenture is pushing the envelope on innovation while leveraging the transformational capabilities of its consulting division.”
Insights-Driven Investments
Former Head of Business Design
UK Department of Work and Pensions (DWP)
“We’d like the operation to work in quite a different way – being able to spend more of their time doing the high-value work. That’s the answer that touches the biggest section of our population, but in addition, there are smaller bits of the business, like data scientists, where we need to be investing much more heavily.”
Applied Data Analytics
Commonwealth of Massachusetts – putting HR data analytics to work
HR analytics delivered insights that are empowering Massachusetts Department of Transitional Assistance (DTA) to improve workforce planning and work allocation—including casework management based on absenteeism patterns.
ANALYTICS REVEALED A MAJOR RISK:
THE IMPACT OF A HEAVY VACATION SEASON.
7,000 cases at risk
DTA ENGAGED OTHER STAFF TO FILL THE GAPS,
STAYED ON TRACK AND PROCESSED...
11,500 additional cases
“What gets measured gets treasured” is a statement that speaks to the power of analytics, but also underscores the commitment of the Commonwealth to its greatest “treasures”: its dedicated workers and the citizens they serve.
Start today
Bring the back office to the forefront and accelerate performance—with Accenture Government Business Transformation Toolkit.
A proven process that helps you to:
Develop organizational consensus on the focus and direction of your specific transformation journey.
Identify opportunities to use the latest digital innovations—informed by leading practices.
Become a Center of Innovation.
Achieving Back Office Excellence
Learn more about the Accenture Government Business Transformation Toolkit.
Discuss your plans
Bill Kilmartin
North America Industry Lead,
Finance and Administration
Connect with us
Accenture Public Service on LinkedIn
Follow our Accenture Public Service LinkedIn Showcase Page for the latest thinking, research and insights to deliver public service for the future.
Connect with us on LinkedIn
Stay In The Know
Receive e-mails from Accenture featuring new content that matches your interests.
Visit the subscription center to make your selections and subscribe to New from Accenture.