Human services as a platform is an opportunity for leaders to rethink and reinvent how human services organisations operate.

1. AREYOU
EMPOWERING
PEOPLETO
SUCCEED?
Powering digital transformation
with human services as a platform

2. “HUMAN SERVICES AS A PLATFORM
IS AN OPPORTUNITY FOR LEADERS
TO RETHINK AND REINVENT HOW
HUMAN SERVICES ORGANISATIONS
OPERATE”
Gaurav Gurjal,
Managing Director Social Services,
Accenture

3. 3
Powering the Era of Empowerment with Human
Services as a Platform (HSaaP)
• HSaaP is about orchestrating and facilitating service design and
delivery with the aim of improving outcomes for people.
• HSaaP enables the integration, coordination and collaboration of
service delivery within an ecosystem of public and private partners
across a common framework of APIs.
• HSaaP creates common digital and data foundations that support
innovative new service models and a 360-degree view of peoples’
needs and situations.
• HSaaP creates a new governance model to safeguard data, provide
equity of access and improve transparency.
• HSaaP allows agencies to be more empathetic and responsive than
ever to the ‘moments that matter’ for individuals.
Copyright 2018 Accenture. All rights reserved.
HOW CAN HUMAN SERVICES
Supercharge Digital Transformation and Service Delivery?

4. FROM ISOLATION
TO EMPOWERMENT
4
While several agencies have established internal
platforms they often isolate or limit collaboration with
external stakeholders.
For example, a platform that only allows employment
service providers to interact with agencies around skills
assessments and job placements may isolate other key
stakeholders.
However, the transformative power of HSaaP comes
from deeper and broader applications, involving four key
platform methodologies…
Copyright 2017 Accenture. All rights reserved.Copyright 2018 Accenture. All rights reserved.

5. FULL-SCALE
PLATFORM THINKING
Four platform models
5
1. WHOLE-OF-GOV PLATFORM
Service integration that presents separate
government agencies as one seamless service
provider.
These platforms are often enabled with a
personal/unique login and provide a central point of
access to cross-government information and services.
Suitability: large-scale public services that need to
become more customer-centric and easier for people
and businesses to use.
Copyright 2018 Accenture. All rights reserved.

6. 6
2. PEER PLATFORM
A service-centric, vertically-integrated
platform established by two or more
government entities.
Peer platforms reduce duplication and wasted
resources, while facilitating more extensive data
sharing and bolder initiatives.
Suitability: two or more government agencies
with similar internal needs or external services.
FULL-SCALE
PLATFORM THINKING
Four platform models
Copyright 2018 Accenture. All rights reserved.

7. 7
3. ECOSYSTEM PLATFORM
An open and outcome-focused platform
where public services collaborate (or offer
services jointly) with non-government
organisations.
The government agency is the orchestrator or
hub for many collaborators.
Suitability: Complex issues that need multiple
providers (e.g., youth unemployment and
training).
FULL-SCALE
PLATFORM THINKING
Four platform models
Copyright 2018 Accenture. All rights reserved.

8. 8
4. CROWDSOURCING PLATFORM
Innovation-focused approach where
governments openly collaborate with people,
businesses and other external organisations.
The government agency is the orchestrator, but
participant roles are less defined.
Suitability: Key problems and new policy issues
that demand innovation.
FULL-SCALE
PLATFORM THINKING
Four platform models
Copyright 2018 Accenture. All rights reserved.

9. HOW CAN
AGENCIES
ACCELERATE
PLATFORM
ADOPTION?
THREE
FACTORS
ARE KEY TO
SUCCESS…
9
OPEN
INNOVATION
SERVICE
CONVERGENCE
DIGITAL
INCLUSION
Copyright 2018 Accenture. All rights reserved.

10. 10
Human Services need to shift from today’s
narrow and isolated collaborations to an open
innovation paradigm.
This allows agencies unprecedented access to
diverse skills, fresh ideas and new technologies.
Data is key to enabling open innovation, helping
to incentivise new digital stakeholders, and
enabling them innovate.
SUCCESS FACTOR 01
OPEN INNOVATION
Copyright 2018 Accenture. All rights reserved.
Move from narrow
collaboration to an open
innovation paradigm
TARGET IMPACT:
Open innovation and collaboration could help in
two key ways:
1) Private companies and developers can create
new services (e.g. using analytics, gaming,
simulation, IoT, etc.)
2) People can contribute to innovation efforts,
helping to drive more user-centric services

11. 11
France’s collaborative innovation
The French public employment service opens its partner
network to new stakeholders, and fosters platform
approaches for innovative service delivery:
• An open portal for applications and data was
launched in July 2015, called “L’Emploi Store”, which
now has about 300 offerings from 180 partners of the
public, private and non-profit sectors
• An internal innovation centre called Le Lab extends
the co-creation activities by designing new digital
services through sessions and hackathons gathering job
seekers, employers, counsellors and start-ups.
SUCCESS FACTOR 01
OPEN INNOVATION
Copyright 2018 Accenture. All rights reserved.

12. 12
Fast-track open data and APIs
Accelerate open-data initiatives, starting with
the human service ecosystem (education,
employment, Human Services, health), build
more-granular customer intelligence and
develop an API framework.
Launch a digital innovation hub
Set up an Innovation Management
capability (either in-house or as a hybrid
structure) to support trend and technology
awareness, ecosystem management,
hackathons, labs, incubators and
accelerators.
Orchestrate fairness and equity
Constantly screen for new partners and new
areas for innovation, fostering an open
network for innovation and collaboration.
Ensure that all people have access to new
services and are treated fairly.
OPEN
INNOVATION
SUCCESS FACTOR 01
RECOMMENDATIONS
Develop a digital service marketplace
Create a digital market platform, designed
around a human-centric and life-stage
framework, that brings in new stakeholders
(private companies, NGOs, municipalities,
start-ups) to create insight-driven and
innovative services.
Copyright 2018 Accenture. All rights reserved.

13. 13
A lifecycle-focussed, people-centric approach
demands unified public services and blurred
agency boundaries.
This allows for unified support, as well as
implementation of more sophisticated, public
policy.
For instance, Public Health, Employment and
Human Services agencies can together drive pre-
emptive interventions to simultaneously tackle the
key determinants of negative outcomes across
health, work and social spheres.
SUCCESS FACTOR 02
SERVICE CONVERGENCE
Copyright 2018 Accenture. All rights reserved.
Centring services
on the individual
TARGET IMPACT:
Service convergence could help to…
1) Drive a shift from reactive to insight-driven,
preventive citizen services
2) Lower the cost of complex support needs by
closing service gaps
3) Increase the quality of service, citizen trust and
satisfaction

14. 14
The Apotti Programme is improving the effectiveness and
service quality for both social and health services of 1.5m
people in Finland’s capital region.
• The goal is a new data-driven and evidence-based
service delivery model in which the various health and
Human Services organisations are closely coordinated
and have access to integrated information.
• Apotti is expected to pay itself back within 7 years
through improved operational quality, patient safety and
decreased maintenance and development costs.
SUCCESS FACTOR 02
SERVICE CONVERGENCE
Finland’s platform efficiencies
Copyright 2018 Accenture. All rights reserved.

15. 15
Circumstance-driven service models
Transition to a personalised, citizen-centric
and proactive model, with services
designed around life-events, supported by
a 360-degree data profile for each user.
Aim for multi-speed IT
Adopting a multi-speed IT approach will
support realistic strategies, maintain progress
and allow progressive migration of legacy
systems from multiple agencies to cloud-
based platforms.
Explore new technologies to build more
proactive and coordinated services
New technologies, particularly artificial
intelligence, will be key to exploiting more
unified data. This can be used to drive
more preventative, cross-agency
interventions from a common platform.
Develop a future service blueprint
Increasing service convergence demands an
integrated data strategy and a future service
model, where all agencies have a clear
picture of the ultimate goals, e.g. seamless,
omni-channel user experiences.
Copyright 2018 Accenture. All rights reserved.
SERVICE
CONVERGENCE
SUCCESS FACTOR 02
RECOMMENDATIONS

16. 16
SUCCESS FACTOR 03
DIGITAL INCLUSION
Too many people are still excluded from
digital services due to weak digital skills.
Full-scale HSaaP should tackle digital
skills deficits, including:
• Boost digital skills and capabilities by improving
access, training and confidence
• Address future demand for digital skills by
supporting lifelong learning
• Drive collaborations with businesses, NGOs and
education providers to address the skills gap
TARGET IMPACT:
Closing this “digital gap” could help to…
1) enhance citizen engagement and self-service
2) reduce dependency on Human Services
3) increase economic activity online
4) improve employment prospects for some people
Copyright 2018 Accenture. All rights reserved.
Human services need to
build foundational digital
skills in society

17. 17
UK’s Partnerships for Digital Skills
The UK government has intensified its lead in the area
of digital skills with its 2017 Digital Strategy, outlining the
Digital Skills Partnership.
This initiative brings together government,
businesses, and the voluntary sector to provide
digital skills training for children and adults.
• In addition, the Council for Digital Inclusion brings
senior leaders from the private sector together with
government to deliver initiatives that help people go
online with confidence.
SUCCESS FACTOR 03
DIGITAL INCLUSION
Copyright 2018 Accenture. All rights reserved.

18. 18
Promote lifelong learning
Ensure that people at different stages of their
life and especially adults have the options
and access to digital re-skilling / up-skilling
supported by publicly funded schemes (e.g.
personal learning accounts).
Tackle the drivers of exclusion
Develop programs to tackle issues around
digital access, training and motivation for
the most excluded groups (e.g. elderly,
people with disabilities), and create
support networks to improve their digital
literacy.
DIGITAL
INCLUSION
Create digital talent pipelines
Proactively work with businesses, NGOs and
education providers to gauge future demand
for digital skills, and formally include them in
creating digital partnerships, updating
curricula and offering apprenticeships.
Mandate digital skills in early education
Ensure that future generations have the
digital skills and mindset to succeed in a
digital society, mandating computing in the
early years curriculum, launching Code
Clubs and academies.
SUCCESS FACTOR 03
RECOMMENDATIONS
Copyright 2018 Accenture. All rights reserved.

19. EMPOWERMENT THROUGH
THE POWER OF PLATFORMS
19
Developing the three success factors above will help Human Services agencies
accelerate towards a mature HSaaP model. In the process they will achieve
several major digital transformation objectives, including:
Data currency
Data becomes the foundation of
public-private collaboration around
service delivery, economic and social
development and innovation
Scale multiplication
Agencies scale imp act without
investment as organisations tap others
skills, ideas and distribution networks –
no ownership required
Common services
Common services, technology
architecture and governance create
efficiencies that streamline user
experiences for one door services
Network effects
Consumers and producers collaborate
in a virtual “marketplace”, creating
value for each other, which means
better outcomes for people and society
Copyright 2018 Accenture. All rights reserved.
TO LEARN ABOUT HOW
HUMAN SERVICE AGENCIES
CAN MAKE THE PERSONAL
POSSIBLE CLICK HERE.

20. 20Copyright 2018 Accenture. All rights reserved.
THANK YOU.
CONTACTS
Gaurav Gujral
Global Industry Consulting
Lead, Accenture Social Services
g.gujral@accenture.com
ABOUT ACCENTURE
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to improve the way the world works and lives. Visit us at www.accenture.com.
Rainer Binder
Managing Director, Employment
and Social Services Lead, Global
rainer.binder@accenture.com