The goal for Health and Human Services (HHS) agencies is to create a generative and sustainable business model where leadership, culture, operations, technologies and processes are adaptive and where outcomes are improved through innovation.
In an era of increasing demands for service, elevated expectations, financial constraints, shifting political priorities and acute societal issues, HHS agencies have no choice but to evolve. To deliver better outcomes for the people and communities they serve, they must reimagine their operating models, governance and capabilities and be guided to think creatively and act boldly. They must harness data insights to inform decisions, programs and policies. People must be at the heart of program design. And they must orchestrate powerful cross-sector ecosystems that break down silos and barriers to change. The only constant should be continuous innovation, fueled by emerging technologies, co-creation and adaptive leadership and culture.
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From reactive to proactive, HHS agencies must rely on data and insights to inform and shape their service models. Predictive analytics approaches like rapid prototyping or rapid cycle evaluation can develop better programs faster, without investing time and money in data warehouses. Steady innovation combined with greater data sharing allows agencies to continuously improve evidence-based service delivery and outcomes that truly deliver whole-person care.
Individuals are at the heart of successful HHS programs. With service design, this means action, not just lip service. The disruption that emerging technologies such as AI and automation create is only one part of the equation. Service design is also a collaborative and iterative approach that involves all stakeholders—caseworkers, customers, partners and individuals. To create a truly effective outcome, service design must go hand-in-hand with a people first strategy.
The more that HHS agencies can tap into the skills and resources of a broader, connected community of partners, the better they can deliver outcomes. This is the multiplier effect of ecosystems—the future of whole-person care. More than partnerships, ecosystems are mutually beneficial communities of care bound by data, enabled by APIs and open innovation and centered on people. Ecosystems are the anti-silos and make a greater impact than one agency could ever make alone.
The Opioid Epidemic is increasingly impairing communities of all sizes, locales and class. Despite continued investment, government leaders struggle to find short and long-term solutions that will finally put an end to this epidemic. Accenture is committed to working with our clients to advance initiatives that will stem and prevent the rising abuse of these drugs across the nation.
Medicaid systems provide a critical lifeline to citizens in every state, but Medicaid agencies are at a turning point. The program’s expansion and increasing healthcare costs mean that to continue its support, the systems must transform. Enhancing citizen engagement, managing costs and, most importantly, improving citizens’ health is crucial. But it requires strengthening system processes, including eligibility determination, enrollment and third party cost recovery. Medicaid agencies need to build a strong data-driven culture to identify issues, analyze program outcomes and better personalize services. Only with a commitment to innovation can Medicaid agencies build capabilities for the future.
The abundance of data and the emergence of digital tools and technologies are empowering child support and protection agencies to understand parental motivations and family dynamics in new ways and to deliver personalized, convenient services faster. With streamlined workflows, child support and child welfare agencies can help caseworkers focus less on processing transactions and more on building relationships. As research shows, strong relationships can mean healthier families, better outcomes and higher collection rates—a win-win for everyone.