Proven strategies can transform government back office into centers of innovation by reducing the time and effort spent in transactional processing and compliance, thereby increasing capacity for value added efforts that can drive innovation.
New Accenture research makes it clear: Citizens want more innovation from government. Government employees see innovation as part of their day-to-day jobs. And government executives recognise their role in leading their organisations to be more innovative.
EVEN SO, ONLY 11%
of agencies in South Africa stand out
as government innovation leaders.
Accenture surveyed nearly 600 government professionals in 10 countries—yielding a unique perspective on government innovation around the world. Discover what they’re getting right—and the lessons to fuel higher performance across Accenture’s Innovation Framework.
READY. SET. INNOVATE.
US DEPARTMENT OF HEALTH AND HUMAN SERVICES – NATURAL LANGUAGE PROCESSING
1
User trains the software “brain” with related sample documents
2
Auto-categorisation functions creates the categories without user input
SAVE AN ESTIMATED
300,000
EMPLOYEE HOURS
ON FUTURE REVIEWS
Key Account Manager
Skatteetaten, Norway
It’s much more motivating and interesting for our employees to work in new and efficient ways instead of doing everything paper-based.
On the whole, our employees embrace these new ideas and concepts. They see that the outside world is changing, supplying more and better digital services, and expect that we also move in that direction.
Our employees are dedicated to their work, but that doesn’t mean they want to do the same things over and over again for 20 years. They need and want to develop.
The very concept of work is being redefined as different generations enter and exit the workforce amidst a rapidly changing technological landscape.
Leaders need to ensure that their people are relevant and adaptable.
TELEFÓNICA S.A. – INTELLIGENT PROCESS AUTOMATION
Much can be learnt from the private sector. Telecom giant Telefónica S.A. has deployed 160+ “robots” that process 400,000 to 500,000 transactions each month. Among the results:
Turnaround times reduced from days to mere minutes
80+% reduction in customer “chase up” calls
Incredible workforce scalability—doubling the robotic workforce almost instantly to support new product launches and scaling back after the surge
Projected three-year ROI: 650% to 850%
Assistant Commissioner,
Digital Program Delivery
Australian Tax Office
The capabilities of the workforce therefore need to change. The workforce needs to become much more inquiry-based, with an inquiry-based questioning capability and an ability to create linkages. Those aspects become far more important in the service delivery context.
[Emerging technologies] are going to tackle the higher-volume, lower-complexity workloads that our human resources currently need to be applied to. What you’ll have is a human resource pool that’s being applied to the higher-value, higher-complexity interactions, whatever channel they come in from.”
Among the foremost missions of government is to improve the delivery of public services and meet the rising expectations of citizens. Our research clearly shows that the time for experimentation, adoption and exploitation of intelligent technologies has begun.
Accenture Operations is moving our bar too—significantly changing our operations business and talent mix through automation and robotics.
ROBOTICS IMPACT ON OUR OPERATIONS TALENT MIX
Achieving productivity of 17,000+ FTEs through automation
In December 2016, HfS Research highlighted Accenture’s strong innovation and holistic strategy for intelligent automation finding that, “Accenture is pushing the envelope on innovation while leveraging the transformational capabilities of its consulting division.”
Former Head of Business Design
UK Department for Work and Pensions (DWP)
We’d like the operation to work in quite a different way—being able to spend more of their time doing the high-value work. That’s the answer that touches the biggest section of our population, but in addition, there are smaller bits of the business, like data scientists, where we need to be investing much more heavily.
Commonwealth of Massachusetts – putting HR data analytics to work
HR analytics delivered insights that are empowering Massachusetts Department of Transitional Assistance (DTA) to improve workforce planning and work allocation—including casework management based on absenteeism patterns.
ANALYTICS REVEALED A MAJOR RISK:
THE IMPACT OF A HEAVY VACATION SEASON.
7,000 cases at risk
DTA ENGAGED OTHER STAFF TO FILL THE GAPS,
STAYED ON TRACK AND PROCESSED...
11,500 additional cases
“What gets measured gets treasured” is a statement that speaks to the power of analytics, but also underscores the commitment of the Commonwealth to its greatest “treasures”: its dedicated workers and the citizens they serve.
Bring the back office to the forefront and accelerate performance—with Accenture Government Business Transformation Toolkit.
A proven process that helps you to:
Develop organisational consensus on the focus and direction of your specific transformation journey.
Identify opportunities to use the latest digital innovations—informed by leading practices.
Become a Centre of Innovation.
Follow our Accenture Public Service LinkedIn Showcase Page for the latest thinking, research and insights to deliver public service for the future.
Connect with us on LinkedIn
