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PUBLIC SERVICE


Shaping the new digital border agency

THE BORDER
AS AN
ASSET

What are the implications of the Accenture Technology Vision 2017 for those working in the border services ecosystem—immigration, transportation, borders and customs? How will the trends identified help them transform into the NEW digital border agency? The starting point for this transformation is the realization that the “border” is a national asset that can drive a lot of value for a nation. As this vision—based on five key trends—becomes reality, everything else flows from there.

TREND 1
AI IS THE NEW UI

TREND 1
AI IS THE NEW UI

AI will not only enhance border integrity and security, but also improve experiences for employees, passengers, traders and partners.

Artificial Intelligence (AI) is the next breakthrough technology for the border services ecosystem. AI technologies are progressing from their former role as back-end systems to take prime position in digital enterprises—and are now doing the same in digital public services. By creating new data ecosystems and combining these with more intelligent systems, border agencies will be able to react faster to the changing nature of travel and trade, detect illicit behaviors earlier, and facilitate travel and trade in a more automated way. That is why AI is the new user interface (UI).

TREND 2
ECOSYSTEMS AS MACROCOSMS

TREND 2
ECOSYSTEMS AS MACROCOSMS

Border agencies are beginning to appreciate the value of an ecosystem. The first step is a data ecosystem, in which a myriad of public and private data sources can be combined with advanced analytics to assess risk, create better processes, and offer seamless customer experiences for customers and end users. But data ecosystems are just the start. Moving beyond sharing data, ecosystems can be established to share responsibilities across processes, people and technologies.

This trend in action:
The Singapore TradeXchange platform provides an environment where both B2B and business-to-government (B2G) interactions and data can be used to create new value-added services for border agencies and private sector businesses within the ecosystem.

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TREND 3
WORKFORCE MARKETPLACE

TREND 3
WORKFORCE MARKETPLACE

"How do we leverage the digital revolution to evolve"

"How do we stay relevant using our current workforce?"

As the digital economy grows, and digital enterprises—including digital public services—evolve with it, a noticeable change is already underway in the workforce. Catalyzed by rapid innovation and changing organizational models, border agencies must look at themselves and ask key questions about their workforce strategy for the future. As organizations consider this topic, legacy workforce models, hierarchies and practices are slowly being dissolved amid a widespread move towards more competency-based talent models.

TREND 4
DESIGN FOR HUMANS

TREND 4
DESIGN FOR HUMANS

Border agencies are realizing the value of having great customer service, and are increasingly acknowledging the value of going beyond the role of a basic facilitator for travel and trade. By re-designing their core business models with the customer at the heart, while also maintaining their focus on compliance and expanding their service offerings, border agencies will reap the benefits flowing from building strong trust-based relationships with their customers and stakeholders. For the ecosystem to deliver to its full potential, individuals need to trust the agency and the agency needs to be able to trust individuals.

This trend in action:
EnterFinland is the online service offered by the Finnish Immigration Service (Migri). It helps people looking to come to Finland carry out all the related process steps online, thereby reducing the workload of applications processing by up to 35 percent.

TREND 5
THE UNCHARTERED

TREND 5
THE UNCHARTERED

Forward thinking agencies that are able to proactively navigate and predict “the unchartered” will be the ones to help shape the digital future of global trade and borders.

With access to a wide range of data, pervasive adoption of digital technologies, and open collaboration with a broader array of stakeholders in the trade ecosystem, border agencies can play a role at the forefront of shaping new innovations and standards, and even whole new industries. By doing this, they can create value in new ways while continuing to deliver their core mandate.

THE FIRST STEP:
ADOPT A
“PEOPLE FIRST”
MINDSET

EXPERTS