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MAKING THE
Taking human services from
the era of support to the
Era of Empowerment
PERSONAL
POSSIBLE
02Copyright © 2017 Accenture. All rights reserved.
EMERGING
AND CONVERGING:
Making the Personal Possible
moving towards th...
By 2025, Millennials—demanding intuitive, personalised, digital experiences across multiple
channels—will comprise 75 perc...
As digital transformation matures, agencies are becoming more
data-driven, while implementing a range of powerful emerging...
MAKING THE
PERSONAL POSSIBLE:
From support to empowerment: three eras of human services
05
These five forces are already s...
CONTINUOUS
LIFELONG EMPOWERMENT
06Copyright © 2017 Accenture. All rights reserved.
From a citizen perspective, the era of
...
Supported by
intelligent
processes
Secured by
digital trust
Enabled by
digital agility
Orchestrated by human
services as a...
08Copyright © 2017 Accenture. All rights reserved.
Segment-based Personalised Adaptive
DELIVERED BY
INSIGHT-DRIVEN SERVICE...
ERA OF SUPPORT ERA OF ENABLEMENT ERA OF EMPOWERMENT
09Copyright © 2017 Accenture. All rights reserved.
Automated workflows...
ERA OF SUPPORT ERA OF ENABLEMENT ERA OF EMPOWERMENT
10Copyright © 2017 Accenture. All rights reserved.
Content-based shari...
ERA OF SUPPORT ERA OF ENABLEMENT ERA OF EMPOWERMENT
11Copyright © 2017 Accenture. All rights reserved.
Veneer over legacy ...
ERA OF SUPPORT ERA OF ENABLEMENT ERA OF EMPOWERMENT
Ecosystem
collaboration
12Copyright © 2017 Accenture. All rights reser...
13Copyright © 2017 Accenture. All rights reserved.
THE BIG PICTURE
ROADMAP
While national situations, policies and governa...
14Copyright © 2017 Accenture. All rights reserved.
THE BIG PICTURE
ROADMAP
Citizen-centricity for
the common good
Through ...
Rainer Binder
rainer.binder@accenture.com
Global Industry Lead
Accenture Social Services
Stuttgart, Germany
TO FIND OUT HO...
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Making the Personal Possible - Innovating Social Services Through Emerging Technologies and Human-centered Design

Social services agencies are reassessing how best to deploy their people, what processes to change and where to invest in technology. Growing numbers are recognizing that emerging technologies, such as predictive modeling and intelligent automation, can free up their workforces to provide more personalized experiences.

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Making the Personal Possible - Innovating Social Services Through Emerging Technologies and Human-centered Design

  1. 1. MAKING THE Taking human services from the era of support to the Era of Empowerment PERSONAL POSSIBLE
  2. 2. 02Copyright © 2017 Accenture. All rights reserved. EMERGING AND CONVERGING: Making the Personal Possible moving towards the Era of Empowerment Every day we see clear evidence of our world becoming more and more digital and interconnected. We are living through a new and historic transformation that touches every corner of commerce, industry, government and society. Citizens now expect powerful digital capabilities from public services, while governments expect their public services to fully exploit the efficiency and productivity gains made possible by digital. Due to the sheer scale and importance of human services, these agencies experience the weight of digital expectations more acutely than many other public services. For this reason, most agencies are already transforming, enabling greater insights, efficiencies and innovations. At the intersection of many initiatives is the need to build more citizen-centric services, in place of the process-centric services that evolved before the digital era. In short, agencies need to design a new generation of human services and harness digital tools to make the personal possible.
  3. 3. By 2025, Millennials—demanding intuitive, personalised, digital experiences across multiple channels—will comprise 75 percent of the global workforce.1 03Copyright © 2017 Accenture. All rights reserved. FIVE FORCES SHAPING THE EVOLUTION OF HUMAN SERVICES 01 DIGITAL 02 CITIZENS 03 FINANCE 04 ECOSYSTEM 05 WORKFORCE
  4. 4. As digital transformation matures, agencies are becoming more data-driven, while implementing a range of powerful emerging technologies, including big data and advanced analytics; virtual assistants/advisers; blockchain; robotic process automation; artificial intelligence and omni-channel integration. 04Copyright © 2017 Accenture. All rights reserved. 01 DIGITAL The platform economy, commissioning models and partnerships are evolving fast. These allow government to play the role of orchestrator rather than provider, so agencies will increasingly need to create and participate in wider, more dynamic markets and networks to provide the right service at the right time. 04 ECOSYSTEM Demographics are changing. Average age is rising in many countries, increasing pressure on employment, pensions, health and human services. Meanwhile, service expectations are increasingly shaped by digitally savvy Millennials (born after 1979). 02 CITIZENS Human interaction will remain fundamental to public services. In fact, the role of face-to-face services is likely to become more focused and valuable. Proactive, automated, virtualised and AI-enabled service models will drive the bulk of services, while the workforce will become more data-driven and provide more specialized, targeted interventions that require human empathy, judgment and innovation. 05 WORKFORCE Public budgets will continue to be strained as agencies adapt to change and disruptive forces. They will be expected to do even more with even less – interventions need to have stronger, longer-lasting outcomes, delivered faster and more efficiently. 03 FINANCE
  5. 5. MAKING THE PERSONAL POSSIBLE: From support to empowerment: three eras of human services 05 These five forces are already shifting agencies away from long-standing models – through a transitional, hybrid phase – and on towards the foreseeable culmination of current trends. Copyright © 2017 Accenture. All rights reserved. Era of Support From the Era of Enablement Through the Era of Empowerment To the citizens seek support from agencies; agencies become digitalized but remain process-centered, with sub-optimal efficiency and little integration with other agencies and wider ecosystems. citizens are enabled to access services tailored to them; agencies are using emerging technologies to become more data-driven, proactive and citizen-centric. citizens are empowered with broadly-integrated, adaptive and personalised public services; artificial intelligence and automation deliver the bulk of services, while predicative analytics triggers proactive human interventions.
  6. 6. CONTINUOUS LIFELONG EMPOWERMENT 06Copyright © 2017 Accenture. All rights reserved. From a citizen perspective, the era of empowerment should be a defined continuous, personalised, adaptive, and intelligent interaction through every key moment of need, allowing them to be involved in key decisions, as well as in the design of the services that they need.
  7. 7. Supported by intelligent processes Secured by digital trust Enabled by digital agility Orchestrated by human services as a platform Delivered by insight-driven services 07Copyright © 2017 Accenture. All rights reserved. How do human services agencies move from support, through enablement and on to empowerment? There are five elements that underpin the journey. Supporting, enabling and ultimately empowering citizens depends on advancing each of these elements; building personalised human services…
  8. 8. 08Copyright © 2017 Accenture. All rights reserved. Segment-based Personalised Adaptive DELIVERED BY INSIGHT-DRIVEN SERVICES Trajectory: Toward adaptive, personalised human services tailored to real-time citizen needs and circumstances. Journey: Agencies become more data-driven and integrate analytics into business operations, by embedding relevant insights into end-to-end business processes. ERA OF SUPPORT ERA OF ENABLEMENT ERA OF EMPOWERMENT Services are targeted at segments of need through digital and human channels. Customized services and channels, digital self-service, and full access to agency and third-party services. Real-time services provide support across sectors and give a 360-degree view of citizen.
  9. 9. ERA OF SUPPORT ERA OF ENABLEMENT ERA OF EMPOWERMENT 09Copyright © 2017 Accenture. All rights reserved. Automated workflows Cognitiveautomation Augmented-reality workflow SUPPORTED BY INTELLIGENT PROCESSES Trajectory: Toward intelligently automated business processes that enable a new level of digital service delivery. Journey: Agencies augment the workforce with Artificial Intelligence and virtual assistants to automate some processes, allowing humans to focus on higher-value, creative, complex or sensitive work. Simple processes are automated to focus workers’ time on high-value activities and cases that need it most. “Virtual employees” learn through experience and handle knowledge-based tasks, e.g. multilingual, 24/7 customer service. Basic citizen interactions have little to no human touch, using automated processes and sophisticated digital assistants. Human staff focus more on tasks needing empathy and creativity.
  10. 10. ERA OF SUPPORT ERA OF ENABLEMENT ERA OF EMPOWERMENT 10Copyright © 2017 Accenture. All rights reserved. Content-based sharing Cross-government verification A super-trust framework SECURED BY DIGITAL TRUST Trajectory: Toward safe and accessible services and ecosystems that build trust with citizens. Journey: Agencies will manage an increase in digital interactions, channels and touchpoints, and master the ability to share, access, process and use sensitive data (for powerful yet transparent and ethical purposes) with limited security risk. Data is shared with limited partners based on consent and multiple authorisation and authentication protocols. Data is automatically synchronized between partners; analytics tools study user behavior and detect fraud. Data is fully accessible subject to governance; zero-defect policies for data collection and management.
  11. 11. ERA OF SUPPORT ERA OF ENABLEMENT ERA OF EMPOWERMENT 11Copyright © 2017 Accenture. All rights reserved. Veneer over legacy Agileintegration Integrated business and IT ENABLED BY DIGITAL AGILITY Trajectory: Toward agile and responsive human services organisations, supported by robust and flexible technology systems that support innovation and collaboration. Journey: Agencies will use agile philosophy and methods to create an environment that can smoothly integrate new technologies, maintain a focus on citizen experience and respond to opportunities and threats with equal speed and effectiveness. Citizen-centered front end is layered over legacy systems; piloting of two-speed IT and DevOps. Modern technologies and approaches—e.g. Scrum and DevOps—allow easy integration of new technologies. Business and IT functions converge to develop joint strategies and solutions.
  12. 12. ERA OF SUPPORT ERA OF ENABLEMENT ERA OF EMPOWERMENT Ecosystem collaboration 12Copyright © 2017 Accenture. All rights reserved. Peer collaboration Open innovation market ORCHESTRATED BY HUMAN SERVICES AS A PLATFORM Trajectory: Toward human services platform ecosystems that will enable cross-agency coordination, integrated with private, NGO and other actors to create marketplaces for services and drive innovation. Journey: Agencies will build their data management and security capabilities, while growing collaborative networks inside and outside of government, to develop an intelligently integrated “one stop shop” for personalised, circumstance-driven citizen services. Collaborate with other agencies and third-party providers using an integrated customer analytics record. Human services enables agencies and private partners to interact. New services are co-created with citizens, government agencies and private partners.
  13. 13. 13Copyright © 2017 Accenture. All rights reserved. THE BIG PICTURE ROADMAP While national situations, policies and governance models maybe be different, the major forces of change are not. Nor are the core imperatives that agencies need to prioritize to make a successful shift to the era of empowerment. These imperatives, listed below, serve as simple but powerful maxims to guide leaders along the journey to making the personal possible. This vision for the future of human services—of an organizational transformation that makes the personal possible and empowers both citizens and staff—has been developed through consultations with human services leaders and policymakers across the globe.
  14. 14. 14Copyright © 2017 Accenture. All rights reserved. THE BIG PICTURE ROADMAP Citizen-centricity for the common good Through pressure, complexity and change, human services must remain steadfastly focused on the citizens they exist to help. Becoming person-centric for a business is about profits; becoming citizen-centric for human services is about a better society; safer children; greater opportunity; and accelerated outcomes for people. Data is the fuel of transformation Stronger, deeper, bigger, more accessible and integrated data is necessary to power personalization, predicative services, automation, artificial intelligence, platform ecosystems and a range of transformative emerging technologies. Human services agencies need to focus on larger-scale efforts to integrate data sets, build stronger data infrastructure and drive greater use of predictive analytics and data-driven decision-making. Embrace (and control) the risk of agility and collaboration Human services agencies need to become agile platforms that can seamlessly connect within, and outside, the public sector. This involves new risk management approaches to replace historical obstacles. These frameworks are needed to allow agility and collaboration to firmly take root and support the growth of the human services agency of the future.
  15. 15. Rainer Binder rainer.binder@accenture.com Global Industry Lead Accenture Social Services Stuttgart, Germany TO FIND OUT HOW HUMAN SERVICES CAN MAKE THE PERSONAL POSSIBLE AND TRANSITION TO THE ERA OF EMPOWERMENT CONTACT US: Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions—underpinned by the world’s largest delivery network—Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With approximately 425,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. Visit us at www.accenture.com. Schabel, Dan: Why You Can't Ignore Millennials, Forbes, September 4, 2013 To find out more about how to make the personal possible visit us at: www.accenture.com/empowerment ABOUT ACCENTURE Copyright © 2017 Accenture. All rights reserved. Accenture, its logo, and High Performance Delivered are trademarks of Accenture. Gaurav Gujral g.gujral@accenture.com Management Consulting and Innovation Lead Accenture Social Services London, UK 1

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