Accenture’s Technology Vision identified five technology trends of 2020. Federal agencies must embrace new approaches to keep pace with change. Read more.

1. #TECHVISION2020
FIVE TRENDS
DEFINING
POST-DIGITAL
GOVERNMENT
Federal Survey Findings
SEPTEMBER 2020
Accenture Federal
Technology Vision 2020:

2. 2
#TECHVISION2020
Accenture Federal Technology Vision 2020: Five Trends Defining Post-Digital Government
By managing these
five trends, federal
agencies can produce
tangible benefits for
themselves and the
citizens they serve.

3. 3
Five Trends Defining Post-Digital Government
Accenture Federal Technology Vision 2020:
#TECHVISION2020
AIandMe
Unlock AI’s full
potential through
human-machine
collaboration
TheDilemmaof
SmartThings
Avoid the perils of the
“beta burden”
Robotsin
theWild
Viewing robots through
a mission lens
Innovation
DNA
Thriving in an era of
continuous change and
advancement
TheIin
Experience
Enabling individual
control over the
experience
Accenture Federal Technology Vision 2020: Five Trends Defining Post-Digital Government
Since 2001, the Accenture Technology Vision has provided an annual glimpse into the most important trends
impacting business, government and society over the next three years. The Accenture Federal Technology Vision
2020 discusses how this year’s global trends will impact the U.S. federal government and specific agencies.
Thisyear’sfivetrendsare:

4. SURVEYDEMOGRAPHICS
4Accenture Federal Technology Vision 2020: Five Trends Defining Post-Digital Government
Accenture Federal Technology Vision 2020
To produce the Accenture Technology Vision, we surveyed business,
program and IT leaders globally and within the U.S. federal government:
• Global responses are based on interviews with 6,074 executives spanning
21 industries within 25 countries, including the U.S.
- These respondents were split between business (3,029) and
IT (3,045) roles with approximately 55% C-suite titles
• U.S. federal responses are based on interviews with 200 federal executives
across the U.S. federal government
- These respondents were split between business/program (122)
and IT (78) roles with approximately 30% C-suite titles
• For our consumer response, we surveyed 2,000 consumers globally, including
500 within the U.S., representing a cross-section of ages and demographics.
All surveys were fielded from November 2019 through January 2020.

5. 5
Our perceptions of
technology are
evolving. Federal
agencies will need to
adapt accordingly.
#TECHVISION2020
Accenture Federal Technology Vision 2020: Five Trends Defining Post-Digital Government
The appearance of U.S. Department of
Defense (DoD) visual information does not
imply or constitute DoD endorsement.

6. 6
Of the 200 federal
executives, and more than
6,000 executives globally,
that Accenture surveyed,
#TECHVISION2020
of federal executives acknowledge that
technology has become an inextricable part
of the human experience.
93%
40% 42%
Agree Strongly Agree
93%
83%
Federal Government N=200. Global N=6,074 Business and IT Executives.
Federal
Global
48% 45%
Accenture Federal Technology Vision 2020: Five Trends Defining Post-Digital Government

7. 7
GLOBALLYTHATACCENTURESURVEYED
OFTHE2,000CONSUMERS
52%
say that technology plays a
prominent role or is ingrained
into almost all aspects of their
day-to-day life…
19%
report that technology is so
intertwined with all aspects of
their day-to-day life that they
view it as an extension of
themselves.
N=2,000 Global Consumers
#TECHVISION2020
Accenture Federal Technology Vision 2020: Five Trends Defining Post-Digital Government

8. 8
#TECHVISION2020
of U.S. consumers see
technology becoming
more prominent or
significantly more
prominent to their
lives over the next
three years.
78%
N=500 per country
4%
11%
4%3%
2%
3%
2%
7%
43%
8%
32%
47%
39%
39%
46%
42%
12%
39%
16%
China India US UK
Significantly
more prominent
More prominent
No change
Less prominent
Significantly less
prominent
Accenture Federal Technology Vision 2020: Five Trends Defining Post-Digital Government

9. 9
Federal agencies must
build a better, human-
centered future with
technology as the catalyst
to steer realignment.
#TECHVISION2020
Accenture Federal Technology Vision 2020: Five Trends Defining Post-Digital Government

10. The I in
Experience
Enabling individual control over the experience
Accenture Federal Technology Vision 2020: Five Trends Defining Post-Digital Government

11. 11
Many government agencies
are dramatically increasing
their focus on customer
experience (CX).
#TECHVISION2020The I in Experience
Accenture Federal Technology Vision 2020: Five Trends Defining Post-Digital Government

12. 45%
48%of federal executives
believe that to compete in a
post-digital world,
organizations need to
elevate their relationships
with customers as partners.
92%
#TECHVISION2020The I in Experience
52%
33%
Agree Strongly Agree
92% 85%
Federal Government N=200. Global N=6,074 Business and IT Executives.
Federal Global
Accenture Federal Technology Vision 2020: Five Trends Defining Post-Digital Government 12

13. of federal executives agree
that organizations need to
dramatically reengineer
the experiences that bring
technology and people
together in a more human-
centric manner.
78%
#TECHVISION2020The I in Experience
Federal Government N=200. Global N=6,074 Business and IT Executives.
78% 76%
48%
28%
Agree Strongly Agree
50%
28%
Federal Global
Accenture Federal Technology Vision 2020: Five Trends Defining Post-Digital Government 13

14. 70%of consumers agree:
I am concerned about data privacy
and commercial tracking associated
with my online activities, behaviors,
location, and interests.
66% of consumers agree:
I am just as concerned about the
commercial use of my personal data
and online identity for
personalization purposes as I am
about security threats and hackers.
By Generation:
CONSUMERSARECONCERNEDABOUTDATA
PRIVACYANDUSEOFPERSONALDATA
N=2,000 Global Consumers
77%
69%
65% 67%
72%
67%
60% 60%
Baby Boomers
and Prior
Gen X Gen Y /
Millennial
Gen Z
Accenture Federal Technology Vision 2020: Five Trends Defining Post-Digital Government 14

15. AI and Me
Unlock AI’s full potential through
human-machine collaboration
Accenture Federal Technology Vision 2020: Five Trends Defining Post-Digital Government

16. 16
Virtually every government
agency is employing AI, and
the range of use cases
appears limitless.
#TECHVISION2020AI and ME
Accenture Federal Technology Vision 2020: Five Trends Defining Post-Digital Government

17. 17
91% of federal
executives
report that their
agencies are
piloting or
adopting AI.
#TECHVISION2020AI and ME
18%
32%
23%
Adopted across multiple business units
Adopting in 1 business unit
Piloting
91% 73%
Federal Government N=200. Global N=6,074 Business and IT Executives.
8%
56%
28%
Federal Global
Accenture Federal Technology Vision 2020: Five Trends Defining Post-Digital Government

18. 18
85% of federal
executives
(vs. 79% globally)
acknowledge
collaboration
between humans
and machines will be
critical to innovation
in the future.
#TECHVISION2020AI and ME
Federal Government N=200. Global N=6,074 Business and IT Executives.
Accenture Federal Technology Vision 2020: Five Trends Defining Post-Digital Government

19. 19
Currently, only 22%
of federal executives
report that they have
inclusive design or
human-centric design
principles in place to
support human-
machine collaboration.
#TECHVISION2020AI and ME
Federal Global
Federal Government N=200. Global N=6,074 Business and IT Executives.
37%
22%
Accenture Federal Technology Vision 2020: Five Trends Defining Post-Digital Government

20. Only 18% of federal executives (vs. 23% globally) report that
they are preparing their workforces for collaborative,
interactive, and explainable AI-based systems.
#TECHVISION2020AI and ME
23%
Federal Government N=200. Global N=6,074 Business and IT Executives.
Federal
Global
18%
Accenture Federal Technology Vision 2020: Five Trends Defining Post-Digital Government 20

21. The Dilemma
of Smart Things
Avoid the perils of the “beta burden”
Accenture Federal Technology Vision 2020: Five Trends Defining Post-Digital Government

22. The beta burden:
the unintended
consequences
when products are
constantly in flux
#TECHVISION2020
Accenture Federal Technology Vision 2020: Five Trends Defining Post-Digital Government
The Dilemma of Smart Things
Accenture Federal Technology Vision 2020: Five Trends Defining Post-Digital Government 22

23. 92%
23
#TECHVISION2020The Dilemma of Smart Things
Federal Government N=200. Global N=6,074 Business and IT Executives.
47%
27%
More Significantly More
92% 74%
48%
44%
Federal Global
of federal executives
say their organization’s
connected products
and services will have
more, or significantly
more, updates over the
next three years.
Accenture Federal Technology Vision 2020: Five Trends Defining Post-Digital Government

24. 24
85% of federal
executives (vs. 79%
globally) report their
agency is moving
toward offering more
variety in ownership
models for their
connected products
and services.
#TECHVISION2020The Dilemma of Smart Things
Accenture Federal Technology Vision 2020: Five Trends Defining Post-Digital Government

25. 25
#TECHVISION2020The Dilemma of Smart Things
80% of federal executives believe customers
generally don’t mind, or even welcome, software
updates to their organization's connected products
and services.
26% 42%
They generally don't mind updates
They welcome updates
80%
68%
Federal Government N=200. Global N=6,074 Business and IT Executives.
Federal
Global
17% 64%
Accenture Federal Technology Vision 2020: Five Trends Defining Post-Digital Government

26. 26
Whileconsumersdoseetheneed
andbenefitofcertainupdates,
72percentofconsumerssaythey
aretolerantofsoftwareupdatesthat
addresssecurityissues…
#TECHVISION2020The Dilemma of Smart Things
N=2,000 Global Consumers
Accenture Federal Technology Vision 2020: Five Trends Defining Post-Digital Government

27. 27
SENTIMENTSPLITSWHEN
ITCOMESTOUPDATESFOR
FEATURESANDFUNCTIONALITY…
47%
of consumers report they
just want to buy something
without constant updates.
46%
believe updates often
bring new problems
with them.
N=2,000 Global Consumers
#TECHVISION2020The Dilemma of Smart Things
Accenture Federal Technology Vision 2020: Five Trends Defining Post-Digital Government

28. 28
47%ofallconsumersagreethatsoftwareupdate
cyclesareincreasinglybecomingaburdenonusers
tokeepuptodateonsecuritypatches,changesin
functionality,andtheneedtolearnnewinterfaces.
#TECHVISION2020The Dilemma of Smart Things
Responses based on
technology’s role in
consumers’ lives:
Technology plays
a minor or
modest role in my
day-to-day life
Technology plays
a prominent role
in my day-to-day
life
Technology is
ingrained into
almost all
aspects of my
day-to-day life
Technology is so
intertwined with all
aspects of my day-to-
day life that I view it as
an extension of myself
54% 45% 39% 47%
N=2,000 Global Consumers
Accenture Federal Technology Vision 2020: Five Trends Defining Post-Digital Government

29. Robots in
the Wild
Viewing robots through a mission lens
Accenture Federal Technology Vision 2020: Five Trends Defining Post-Digital Government

30. 51% of federal executives
(vs. 73% globally) believe
robotics will enable the
next generation of services
in the physical world.
Federal Government N=200. Global N=6,074 Business and IT Executives.
30
#TECHVISION2020Robots in the Wild
Accenture Federal Technology Vision 2020: Five Trends Defining Post-Digital Government

31. 45%
30%
Agree Strongly Agree
49%
37%
31
of federal executives
agree 5G networks
will expand
opportunities for
robots to operate in
uncontrolled
environments in their
organizations.
85%
#TECHVISION2020Robots in the Wild
Federal Government N=200. Global N=6,074 Business and IT Executives.
85% 75%
Federal Global
Accenture Federal Technology Vision 2020: Five Trends Defining Post-Digital Government

32. 3%
1%3%
8%
55%
31%
32
of federal executives
(vs. 61% globally)
expect their
organizations will use
robotics in
uncontrolled
environments within
the next three years.
94%
#TECHVISION2020Robots in the Wild
Federal Government N=200. Global N=6,074 Business and IT Executives.
5%
7%
8%
19%
31%
30% Already doing or
within 1 year
2 years
3 years
4 years
5 years or more
Not in the
foreseeable future
Federal Global
Accenture Federal Technology Vision 2020: Five Trends Defining Post-Digital Government

33. 57%
43%
33
#TECHVISION2020
57% of federal executives say their employees will be
challenged to figure out how to work with robots,
compared to 43% who believe their employees will
easily figure out how to work with robots.
Robots in the Wild
We believe our employees will…
Federal Government N=200. Global N=6,074 Business and IT Executives.
45%
55%
Easily figure out how to
work with robots
Be challenged to figure
out how to work with
robots
Federal Global
Accenture Federal Technology Vision 2020: Five Trends Defining Post-Digital Government

34. 16% 7% 8% 32% 12% 11% 9% 3%
1 - We are not using robotics in our organization
2
3
4 - We are using robotics in our organization, but only in controlled environments
5
6
7 - We are using robotics outside of controlled environments
8 - Not applicable to my industry
11% 25% 25% 16% 13% 5%
4%
3%
34
Please rate your organization's maturity
regarding robotics deployment:
#TECHVISION2020Robots in the Wild
Federal Government N=200. Global N=6,074 Business and IT Executives.
Federal
Global
Accenture Federal Technology Vision 2020: Five Trends Defining Post-Digital Government

35. 4% 22% 27% 15% 6% 8% 20% 1%
12% 6% 10% 24% 14% 13% 16% 5%
1 - We are not working with governments to shape the future of robotics integration into public spaces
2
3
4 - We are starting to work with governments to shape the future of robotics integration into public spaces
5
6
7 - We are partnering closely with governments to shape the future of robotics integration into public spaces
8 - Not applicable to my industry
35
Please rate the scope of your organization's
partnerships with (other) governments:
#TECHVISION2020Robots in the Wild
Federal
Global
Federal Government N=200. Global N=6,074 Business and IT Executives.
Accenture Federal Technology Vision 2020: Five Trends Defining Post-Digital Government

36. 39%
21%
Agree Strongly Agree
49%
23%
36
of federal executives
believe social and
service robots in public
spaces will raise major
ethical, legal, and
societal concerns,
including security
threats and privacy risks.
71%
#TECHVISION2020Robots in the Wild
Federal Government N=200. Global N=6,074 Business and IT Executives.
71% 59%
Federal Global
Accenture Federal Technology Vision 2020: Five Trends Defining Post-Digital Government

37. 6% 10% 26% 32% 25%
1 - Our organization’s employees will revolt if asked to work with robots
2
3 - Our organization’s employees will resist working with robots
4
5 - Our organization’s employees will accept robots as colleagues and part of the work environment
8% 43% 24% 15% 12%
37
Please rate how you perceive robotics will be accepted
over the next three years by your employees:
#TECHVISION2020Robots in the Wild
Federal Government N=200. Global N=6,074 Business and IT Executives.
Federal
Global
Accenture Federal Technology Vision 2020: Five Trends Defining Post-Digital Government

38. 38
#TECHVISION2020Robots in the Wild
Please rate how you perceive robotics will be accepted
over the next three years by your customers:
8% 9% 34% 26% 22%
1 - We expect our customers will reject robotics
2
3 - We expect our customers will partially embrace robotics
4
5 - We expect our customers will fully embrace robotics
26% 26% 21% 17% 11%
Accenture Federal Technology Vision 2020: Five Trends Defining Post-Digital Government
Federal
Global
Federal Government N=200. Global N=6,074 Business and IT Executives.

39. 20% 23% 28% 20% 9%
39
#TECHVISION2020Robots in the Wild
Please rate how you perceive robotics will be accepted
over the next three years by society:
9% 11% 39% 26% 15%
1 - Citizens in my country will not embrace robotics in public spaces
2
3 - Citizens in my country will partially embrace robotics
4
5 - Citizens in my country will fully embrace robotics in public spaces
Accenture Federal Technology Vision 2020: Five Trends Defining Post-Digital Government
Federal
Global
Federal Government N=200. Global N=6,074 Business and IT Executives.

40. 40
CONSUMERSAPPEARTOBEENTHUSIASTIC
ABOUTTHEPOTENTIALOFROBOTS
TAKINGONABIGGERROLEINTHEIRLIVES.
CONSUMERS BELIEVE
robots are poised to make their
lives easier (48%), more efficient (42%),
or more fun (30%).
AT THE SAME TIME,
39% state they are concerned that robots
will introduce more problems than they fix.
Easier More efficient More fun
48% 42% 30%
N=2,000 Global Consumers
Robots in the Wild #TECHVISION2020
39%
Accenture Federal Technology Vision 2020: Five Trends Defining Post-Digital Government

41. Innovation
DNA
Thriving in an era of
continuous change and
advancement
Accenture Federal Technology Vision 2020: Five Trends Defining Post-Digital Government

42. 42
#TECHVISION2020Innovation DNA
of federal executives
believe that rapid
advancements in new
technologies and
scientific innovations
are poised to disrupt
government.
46%
Federal Government N=200. Global N=6,074 Business and IT Executives.
34%
22%
Agree Strongly Agree
46% 56%
27%
20%
Federal Global
Accenture Federal Technology Vision 2020: Five Trends Defining Post-Digital Government

43. 43
74% of federal executives
(vs. 76% globally) believe
that the stakes for
innovation have never
been higher—getting it
“right” will require new
ways of innovating with
ecosystem partners and
third-party organizations.
#TECHVISION2020Innovation DNA
Accenture Federal Technology Vision 2020: Five Trends Defining Post-Digital Government

44. 44
#TECHVISION2020Innovation DNA
of federal executives
believe the next wave of
innovation will be driven by
scientific research targeting
sustainable development,
climate change, and energy.
64%
Federal Government N=200. Global N=6,074 Business and IT Executives
46%
32%
Agree Strongly Agree
64% 77%
40%
24%
Federal Global
Accenture Federal Technology Vision 2020: Five Trends Defining Post-Digital Government

45. 45
Executives rank the following as society’s five biggest
challenges that scientific research and advancements
can help address:
Innovation DNA #TECHVISION2020
Federal Government N=200. Global N=6,074 Business and IT Executives.
1
2
3
4
5
Accenture Federal Technology Vision 2020: Five Trends Defining Post-Digital Government
Federal
Sustainable development
Climate change
Food and water
Health and wellness
Energy
Global
Climate change
Sustainable development
Energy
Health and wellness
Food and water

46. 46
16%
16%
18%
20%
22%
24%
28%
73%
Genetics
Space science and
exploration
Additive manufacturing/3D
printing
Cognitive neuroscience
Circular economy and
design
Biocomputing
Material science/smart
materials
Sustainable development
Executives report
that the following
areas of scientific
research and
advancement will
drive the next wave
of innovation in
their industry:
Innovation DNA #TECHVISION2020
Federal Government N=200. Global N=6,074 Business and IT Executives.
23%
23%
33%
35%
38%
39%
52%
64%
Genetics
Space science and
exploration
Cognitive neuroscience
Additive
manufacturing/3D
printing
Circular economy and
design
Biocomputing
Material science/smart
materials
Sustainable development
Federal Global
Accenture Federal Technology Vision 2020: Five Trends Defining Post-Digital Government

47. 47
#TECHVISION2020
CONTACTS
ACCENTURE RESEARCH:
Renee Byrnes
Thought Leadership Research Sr Principal
Lynn LaFiandra
Thought Leadership Research Sr Principal
Daniel Shropshall
Technology Research Analyst
Cynthia Florentino
Technology Research Specialist
Additional Accenture Research support from:
Konrad Suchecki, Swati Sah, Denis Jose
Michael Biltz
Technology Vision Managing Director
Ariel Bernstein
Technology Vision Program Lead
Katy Ahern
Technology Vision Marketing Lead
Pamela Merritt
Managing Director
Accenture Federal Services - Marketing & Communications Lead
Accenture Federal Technology Vision 2020: Five Trends Defining Post-Digital Government

48. 48
#TECHVISION2020
About Accenture
Accenture is a leading global professional services company, providing a broad range of services in
strategy and consulting, interactive, technology and operations, with digital capabilities across all of these
services. We combine unmatched experience and specialized capabilities across more than 40 industries
— powered by the world’s largest network of Advanced Technology and Intelligent Operations centers.
With 513,000 people serving clients in more than 120 countries, Accenture brings continuous innovation to
help clients improve their performance and create lasting value across their enterprises.
Visit us at www.accenture.com
Accenture Federal Technology Vision 2020: Five Trends Defining Post-Digital Government
About Accenture Federal Services
Accenture Federal Services, a wholly owned subsidiary of Accenture LLP, is a U.S. company with offices in
Arlington, Virginia. Accenture’s federal business has served every cabinet-level department and 30 of the
largest federal organizations. Accenture Federal Services transforms bold ideas into breakthrough
outcomes for clients at defense, intelligence, public safety, civilian and military health organizations.
Learn more at www.accenturefederal.com

49. #TECHVISION2020
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