Through Futureframe, we began to reimagine the future of benefits delivery, examining key trends poised to shape the future (and reshape experiences) across industries and use cases.
We envision a world where these won’t be ideas—they will be day-to-day realities that make people’s lives better:
The omnipresence and seamlessness of these new technology and service interactions establish a new normal. Though they’ve become essential elements to our lives, they’ve also become increasingly familiar, unobtrusive and taken for granted. Opting in to participate has effectively become tacit.
Establishing a North Star Future Vision
Using Futureframe, federal leaders can develop a North Star Future Vision for federal benefits, assistance and insurance programs that pushes the envelope, stretches thinking and inspires—while ensuring that fundamentals of the problem space are addressed head-on. Having a clear and compelling goal empowers leaders to unite the workforce and infuse the future state into every decision made and action taken.
Futureframe provides not just the "what" of the vision but also the "why"—making it easier to align the organization around it.
Gartner has proposed organizing digital government around “civic moments”—an “event that triggers a series of cascading actions and data exchange across a network of people, businesses and organizations, and things to achieve a singular objective.”
The Accenture Federal Studio team reflected that thinking to envision a future in which the system anticipates the needs of beneficiaries and responds accordingly. The system is integrated, holistic, respectful and unified across multiple government organizations on the federal, state and local level.
Our research found that benefits, assistance and insurance programs can become more anticipatory, integrated, trusted, convenient and radically human.
Four guiding principles
To anchor, shape and guide the future-state experience for both applicants and administrators, we defined four experience principles.
These design principles underscore the value of the new experience for all stakeholders. They also help in bringing the future vision to life—guiding decision-making and nurturing a unified culture.
The vision specifies the destination. The experience principles provide design signposts to guide the journey. What’s still needed are the specific mechanisms and approaches to advance toward the destination. The Futureframe team developed core concepts as building blocks of the new model.
Horizon map for federal benefits administration
Within Futureframe, we define a NOW, NEXT and FUTURE vision:
- To enhance the NOW for benefits, assistance and insurance programs, we lay the foundation for trusted and verifiable data and convenient, consistent and reliable authentication to bring transparency, speed, resolution and equity for administrators and applicants alike.
- To forge the NEXT for these programs, we integrate added context to enhance the experience and improve performance.
- In the FUTURE, the inclusion of greater intelligence and autonomy allow technology and business processes to simply fade into the background for a seamless experience.
By mapping these desired enhancements to technical, business process and operational maturity, federal agencies can pursue an incremental and sustainable approach to performance improvement. This sets the stage for continuous evolution that layers new innovations and capabilities upon a foundation of past successes. Explore more below:
Prioritizing investments and actions
Agencies today face many challenges in making decisions and prioritizing actions to deliver mission-driven outcomes. Adapting to future change is also paramount to achieving success. Value mapping based on what is important to stakeholders—in this case, applicants and administrators—can be critical to making the business case, selecting investments and guiding decisions.
Applicant value proposition: Applicants are personally assisted and notified of benefits instead of having to search for them. That alleviates dependence on friends, family, legal representatives and other outside support to navigate the process. Personalized, interactive experiences enable federal agencies to target and reach applicants who are eligible and need them most, increasing equity and access to government services.
Administrator value proposition: Real-time, secure data access enables federal program administrators to better determine eligibility, automate communication channels, detect anomalies and identify application errors. Data from state and local administrators is shared seamlessly with the federal level, and federal support is provided, helping ensure compliance and facilitating improved operations through auto-generated reporting and analysis.
These value propositions support business case development for targeted investments.
Finally, learn from federal CX leaders in action.