Public service workers are becoming “human+”—empowered by a new set of technological capabilities integrated alongside their own skills and expertise

1. THEHUMAN
+WORKERIN
PUBLICSERVICE
Enhance experiences for
employees to exceed
expectations for citizens.

2. PEOPLEPICKUPWHERE
DIGITALLEAVESOFF
The public service workforce is undergoing exponential change. New
technology and tools are integrating with workers’ own skill sets,
empowering them to perform existing roles in new ways and meet the ever-
evolving needs of citizens and businesses.
Accenture’s Technology Vision 2019 calls this the human+ worker.

3. UNLEASHING
THEHUMAN
+WORKER
To fully realize the possibilities of
the human+ worker, public service
organizations must:
Optimize the
workforce mix
Support lifelong
learning
Make the flow of
knowledge fluid
01
02
03

4. OPTIMIZETHE
WORKFORCEMIXO1

5. The right balance of people and technology
can support the ever-evolving work activities
and demands of an agency.
OPTIMIZE THE
WORKFORCE MIX01
New Talent
Technology can help with recruiting
the right people for the right roles,
using smart technologies such as AI
to support the hiring process.
New Models
Tools, such as AI, help workers to
identify skills gaps within the
organization and close them through
continuous learning and up/reskilling.
Within the next 3
years, 39% of public
service leaders
expect that over 60%
of their workforce will
move into new roles
requiring substantial
reskilling, due to the
impact of technology.
Accenture Technology Vision 2019

6. Arming police with data
CASESTUDY01
The West Midlands Police are using mobile
solutions and AI to augment staff capability and
provide better services to citizens. Officers:
Minimize time spent in the office
and maximize time fighting crime.
Gain better insights and intelligence to prevent
crime and support police investigations.
Serve the public more effectively while saving costs
and maintaining a strong presence on the street.

7. SUPPORT
LIFELONG
LEARNING
O2

8. Leaders invest in learning and reskilling strategies
that prepare employees for changing roles.
SUPPORTLIFELONG
LEARNING02
65% of public service
executives agree their
employees are more
digitally mature than
their organization,
resulting in a
workforce “waiting”
for the organization
to catch up.
Employees want to use the same
technology they use in their daily lives to
perform better in their roles and improve
outcomes for citizens and businesses.
If agencies don’t provide technology-
based training and tools to do their
jobs, employees may leave.
Accenture Technology Vision 2019

9. AVEnueS to outcomes
CASESTUDY
Accenture’s virtual reality training experience,
AVEnueS, uses immersive storytelling and
voice-based scenarios to help caseworkers:
Gain skills to more effectively engage, observe,
decide and interpret signs of safety and risk—
learning that typically takes years.
Experience high-stress situations in a safe
setting, without risk.
Increase learning retention by 45% to 60%.
02

10. MAKETHEFLOWOF
KNOWLEDGEFLUIDO3

11. As human+ workers move roles with greater
velocity, agencies must address increasingly
distributed knowledge by:
MAKETHEFLOWOF
KNOWLEDGEFLUID03
Unleashing workers to make decisions,
experiment and take initiative.
Within the next four
years, 74% of public
service leaders
envision their HR
organization routinely
using AI in training,
reskilling and
upskilling.
Developing a governance structure that
enables innovation.
Promoting new behaviors with
gamification and peer networks.
Empowering workers with innovation
toolboxes and coaches.
Accenture Technology Vision 2019

12. Better citizen outcomes through
high-value work
CASESTUDY
The New Mexico Human Services Department is
applying AI and RPA* to free caseworkers of low-
end, repetitive tasks.
Conversational AI chatbots:
Log new issues in the ticketing system.
Validate case data against scanned images.
03
Answer system questions and provide help.
*robotic process automation

13. TRULYHUMANGOVERNMENT
FORBETTEROUTCOMES
The speed at which new
technologies will enter
and change workforces
is not slowing.
Leaders that empower
the human+ workforce
will have more engaged
and productive
employees.
Organizations can
embrace this
disruption to support
workers with tools to
meet citizens’ needs.

14. NEXTSTEPS
Public service leaders can embrace the
human+ workforce starting today:
01
03
Strike the right balance of
people and technology
Train and reskill employees
for changing roles
Manage increasingly
distributed knowledge
02
These changes
will position the
workforce for a
successful future
in the digital era.

15. CONTACT
RAINER BINDER
Global Managing Director—
Social Services
rainer.binder@accenture.com
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