Technology disruption can be daunting. Change is happening so fast, and on such a large scale, it may seem impossible to keep up. However, these rapid changes bring about new opportunities, such as helping people to lead healthier, prosperous, more productive lives. There are also risks. New technologies introduce new security threats, governance implications and organizational complexity.
CIOs have the important job of navigating these waves of technology disruption to determine what will improve our economy and society. Accenture research shows that leading governments are experimenting with, exploiting and adopting new technologies. For instance, more than half (51 percent) report positive gains from the use of intelligent technologies in developing new services and applications. Obstacles remain, but there are clear advantages from embracing technology disruption to improve the delivery of public services and meet the rising expectations of citizens.
The platform for progress
Technology-enabled business models are disrupting business as we know it, and they have the similar potential to reshape government services. Governments are increasingly working with others. In fact, 92 percent of public service executives say the number of partners their organization works with has increased—36 percent report the number has doubled or more than doubled.3 By adopting an ecosystem partnership approach, governments can cost effectively bring in the innovation through leveraging cutting-edge talent and technologies, while retaining sovereignty. Ecosystem thinking in government requires a multi-faceted platform to support it. Government platforms (such as education or welfare) involve multiple stakeholders and a more complex model of engagement. Technology leaders can navigate these challenges by bringing to bear design thinking, agile delivery and analytic insight to help reshape government service.
Digital transformation for any organization is daunting. In fact, Accenture research finds that 75 percent of businesses do not feel confident in their ability to execute transformation. But, by taking the right steps, organizations will not just survive—they will thrive. Those who thrive through transformation accept that continuous change is a given, they align business and technology vision and agendas and they course correct as needed. It is not a one-time, linear process. It’s a journey that can ensure relevance, efficiency and competitive advantage if done with the right tools and mindset. Assess your strategic readiness for transformation through this Transformation Survival Kit.
Agile with purpose
Perhaps the most complex challenge facing technology leaders today is managing and isolating core technology while enabling a digital future powered by innovation. Many core systems lack the business agility to respond to the changing policy demands from government. Legacy technology deteriorates over time, leading to “technical debt” that hinders organizations from being able to react to change.
Technology leaders must tackle technical debt before systems deteriorate even more and starve the business of new IT capabilities. It is cost-prohibitive and high risk to replace legacy systems overnight; therefore, modernization strategies should progressively make the core more agile, and reduce operating and maintenance costs. Organizations also should pursue new digitally enabled experiences that provide intuitive, helpful and personalized services to citizens. Data captured through digital systems can be analyzed to create insight and drive improved outcomes for society and the economy. Inside the organization, new digital approaches can optimize workforce effectiveness using collaboration, artificial intelligence and digital learning technologies.
Service design benefits citizens
Accenture helped the Finnish Immigration Service to develop EnterFinland, a new electronic case management system designed to put the user first. The eService aims to enable a user to finish the application in one sitting, without being overwhelmed by information. Using a simple step-by-step structure, the service suggests the next logical step. There are also safeguards to prevent users from accidentally sending an incomplete application.