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Bring the back office to the forefront of government innovation

Back to the mission

Budgetary constraints and other external factors have forced government back-office functions to focus limited resources on transactional and compliance obligations. In most back offices, workload has looked too much like this:


HR finance & procurement

The real mission of government back-office functions isn’t processing transactions or addressing compliance. It’s:


Finding, nurturing and retaining top-tier talent


Creating and improving innovative funding mechanisms while enhancing compliance and transparency


Seeking out, developing and managing relationships to continuously improve service delivery

How can back-office functions shift focus and innovate to shape better results?

Go with what’s proven

There are proven transformational strategies to help offload processing work—and renew focus on the true mission

Transformation through innovation

Innovation Inspiration


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:

Turnaround times reduced from days to mere minutes

80+% reduction in customer “chase up” calls

Incredible workforce scalability—doubling the robotic workforce almost instantly to support new product launches and scaling back after the surge

Projected three-year ROI: 650% to 850%

LEARN MORE: Adopting Intelligent Automation

Accenture shares three lessons learned through our research and pilot projects that can help you realize intelligent automation’s potential and reap its benefits.

A Focus on Value

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.”

Accenture’s vision for back office transformation

Download our point of view about Back Office Transformation

View presentation

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

Emerging technologies to transform government back office

Discuss your plans

Mark Howard

Global Administration Segment Lead
Public Service, Accenture

Mark Howard

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