People expect more transparent, accessible and responsive services from the public sector today. Meeting these expectations can be overwhelming. Any organization can make do with incremental change—at least, for a while. But building for the future demands bold moves and tough decisions.
Organizations need a trusted guide to help them transform how they serve constituents—one that brings new and innovative ideas every day. State and local government agencies, nonprofits and higher education institutions can rely on Accenture Public Service Management Consulting to help them tackle their most pressing challenges by combining deep industry knowledge, meaningful insights and broad capabilities.
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• Work as a data-driven, citizen-centered, streamlined organization
• Deliver relevant, convenient and secure customer experiences using the latest user experience principles.
• Target the best use of digitalization and automation.
Accenture helped the City of New York design and implement DataBridge, an analytical platform to integrate the vast amount of data that the City generates daily to analyze trends impacting the whole of City government. We also worked with the City to make the most of the new platform to capitalize on opportunities to increase public safety, deliver services more efficiently and protect its finances. Employees perform their jobs more effectively while New Yorkers enjoy more responsive and accurate services.
• Attract, engage and retain the right talent.
• Build a right-skilled, digital workforce.
• Develop a strong customer service culture.
Consider the story of Yale University.The institution turned to our team to help create an enhanced human resources service delivery model that promoted administrative excellence by integrating information, process and collaboration. We helped develop a shared vision, create an employee service center as a shared services foundation, and implement several administrative systems and an employee self service capability. The university’s human resources function is now realizing significant service improvements, operating on a more strategic level, and is well positioned to drive growth and act on analytical insights.
• Measure, monitor and improve performance.
• Evolve finance management capabilities.
• Explore new ways of working with shared services models.
We helped the City and County of San Francisco transform administrative operations and adopt industry leading practices when old financial and procurement systems had reached the end of their useful life. We completed a “SmartStart” design phase prior to the system development lifecycle. This phase included definition of service delivery operating principles, business process and organizational readiness assessments, and best practices workshops. This set the foundation for a state-of-the-art system, and it helped increase value and reduce risk.
• Restructure the organization—for today, and tomorrow.
• Align operations with mission and business goals.
• Support a more flexible and adaptive enterprise.
Working with the Florida Department of Business and Professional Regulation we redesigned more than 30 of the agency’s business processes and developed a customer relationship management approach. Rather than the usual paperwork and long lines, Florida professionals now renew their business licenses quickly online or over the phone, seven days a week, 24 hours a day. In combination, efficiency measures are expected to generate between $60 million and $90 million in cost savings for the state of Florida over the next nine years.
Everything we do is built on the same foundation. We approach our clients’ challenges as if they are our own. Organizations can expect us to do things with and for them—not to them.
Accenture Public Service Management Consulting is different because we know all aspects of this industry well. Our public sector experience runs the gamut—across all missions and functional areas. We are also uniquely positioned to bring relevant commercial leading practices to the sector, tailoring them for its unique needs. In addition, we combine:
Business and technology. Our solutions draw on Accenture’s strengths in business, technology and operations strategy.
Ideas and outcomes. We take a hands-on approach from concept development straight through to implementation so our clients realize outcomes.
Innovation. We are passionate about harnessing innovation to tackle even the most complex issues, exploring how bold ideas, rich data insight and emerging technologies combine for breakthrough solutions.
Trusted advisor approach. We have “been there and done that,” which offers clients proven perspectives and peace of mind.
Knowledge sharing. Our teams are backed by the resources, capabilities and perspectives of a global professional services company.
Public service organizations are at a tipping point. They must meet new demands in a rapidly changing environment. Will they get by making small changes? Or will they make bold moves to build the future of government? One thing is certain, real change demands real transformation.
We are proud to help public service organizations reinvent how they serve citizens and stakeholders. Whether its delivering next-level customer service, building tomorrow’s workforce, streamlining processes or optimizing the supply chain, driving business outcomes, and restructuring the organization, we can help. With combine deep industry knowledge with bold ideas to deliver outcomes that matter. Let’s build the future together—today.
Managing Director, Accenture Management Consulting
Deborah Snyder leads Accenture's public service management consulting practice in North America. She specializes in helping make good public sector organizations better and turning around struggling ones.