Truly human government

Truly human governments break down silos, build up capabilities and empower workforces to move from transactions to relationships with citizens.

Treat your citizens like customers

Public service agencies face the challenge of adapting to and meeting the unique needs and evolving expectations of a demanding society. They must do so at speed and scale, but providing consistent and personalized experiences is harder than ever.

To be able to predict and respond to customer needs, public service organizations must become more fluid and adaptable, breaking down silos while incrementally building up the right capabilities.

Empowering the workforce with technology, making better use of data and collaborating with ecosystem partners will enable these organizations to move at the speed of their customers and become truly human governments.

Meet the Human+ Worker

The human+ worker is a top trend in this year’s Accenture Technology Vision 2019. For the public sector this means using technology to augment the workforce, improving employee experiences and delivering better outcomes for citizens and businesses.

Technology, tools and training will empower the workforce to perform existing roles in new ways and pick up where digital experiences leave off. Public service organizations can move from reactive to proactive, preventative and predictive service delivery, identifying—and servicing—those in need early.

To achieve all of this, government organizations must transform into more fluid, customer-focused, digitally enabled organizations.

How can you exceed citizen expectations?

Personalizing services requires an agile organization and an empowered workforce.

The rise of e-commerce is a huge opportunity for post and parcel organizations.

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Case study: Using big data to save little lives

Losing a child in the first year is an immeasurable tragedy for a family. Infant mortality is also an urgent public health issue.

The challenge has been especially dire in the State of Ohio, which has one of the highest infant mortality rates in the United States. In 2017, seven out of 1,000 babies died before the age of one year.

But this aggregate statistic belies deeper inequities along racial lines. Compared to white babies, black babies in Ohio were more than three times as likely to die before their first birthday.

Recognizing the need for bold action, State of Ohio leaders began exploring how they could harness Big Data to better understand the complexity of this growing issue and transform interventions for at-risk mothers and babies.

Truly human government in action

Meeting customer needs for an on-demand service with conversational AI technology.

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The 360⁰ view of customer experience

Truly human governments break down silos, build up the necessary capabilities and empower workforces to move from transactions to relationships with citizens, designing experiences that meet the needs of an evolving society.

To become a truly human government, public sector leaders must learn from one another, work with ecosystem partners and, most importantly, listen to the citizens themselves. See for yourself how leaders are rising to the challenge.

Truly Human Public Safety

Public Safety leaders share CX insights

Spotlight on An Post

David McRedmond, CEO at An Post

What we think


Across the public sector, we’re helping transform organizations to continuously adapt and improve outcomes through innovation.

Our leaders

Transforming public service

By leveraging our deep industry expertise and applying it to the specific challenges that public organizations face, we can deliver proven solutions, end-to-end. We’re infusing government with the fresh thinking it needs to give citizens what they want.

Modernizing the core

Evolving core operations, processes and systems whilst embedding innovation, leaders can deliver the services that citizens demand.

Innovative Technologies

Driving technology use to tackle opportunities and challenges, prepare for change and create value.


We bring the insight, experience and delivery capabilities needed to help leaders bring Living Governments to life.

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