Government Going Digital: How being always on affects public services

Transcription

1 Government Going Digital: How being always on affects public services

2 Economic Unrest Impacting Government With unprecedented global financial turmoil, governments austerity is the new normal Global Financial Crisis Sovereign Bond Market Swell of Entitlements Eurozone Instability Copyright 2013 Accenture All rights reserved. 2

3 Economic Unrest Impacting Government With unprecedented global financial turmoil, governments austerity is the new normal Global Financial Crisis Sovereign Bond Market Swell of Entitlements Eurozone Instability Copyright 2013 Accenture All rights reserved. 3

4 An Unwavering Mission What endures despite this climate is governments underlying promise to their citizens to deliver what they expect and deserve: Flourishing society Safety and security Economic vitality and to do it all as good and conscientious stewards of the public resources in their care. This is the vision for public service for the future Copyright 2013 Accenture All rights reserved. 4

5 A Vision for the Future It s time to think radically: using what we already have in new and better ways and deploying a new generation of processes and tools to build the public services of the future Forward-looking government leaders will shift Shift their thinking about what really matters for citizens and businesses Shift their approaches for delivery Shift the balance between what they can accomplish and the costs of doing so by addressing productivity Copyright 2013 Accenture All rights reserved. 5

6 Example: This is a shift Communication is Forever Altered Tweet Volume: 16 Minutes Before and After the Japanese Earthquake at 14:46, March 11, :30, Before Earthquake 14:46, As Earthquake Hits Twitter enabled real-time news of the Japanese earthquake to reach the globe as the event was unfolding Source: Note: Yellow lines indicate tweets coming out of Japan; Pink lines indicate tweets coming into Japan. Copyright 2013 Accenture All rights reserved. 6

7 Our Financial Future is Disturbing Copyright 2013 Accenture All rights reserved. 7

8 Status Quo Is Not Good Enough How satisfied or dissatisfied are you with the public services in your country? Very dissatisfied 6 13 Canada Global average Singapore How confident are you that your government will be able to deliver public services that meet people's needs and expectations over the next 5 years? US Fairly dissatisfied Italy India Neither satisfied nor dissatisfied Great Britain Germany Fairly satisfied France Canada Very satisfied 5 5 Brazil Australia Global Average Very/ Fairly confident Not at all/ Not very confident Copyright 2013 Accenture All rights reserved. 8

9 A Mandate for Comprehensive Transformation? 1,400 1,200 1, There is overwhelming evidence that customer expectations are evolving rapidly Tech-driven Movements Mobile Internet Penetration, Asia Pacific (million users, % mobile phone users) % % % of adults agree that technology can turn a cause into a movement faster than anything % % % 2013 I would prefer to have a single website to deal with government 46 % agree 1,085 40% ,216 42% 2015 Total Social Media Users, Worldwide (Million visitors) The top 10 global banks all offer their customers 24 hour access to banking services and information through online as well as mobile banking. Copyright 2013 Accenture All rights reserved. 9 1,400 66% of consumers say it s important to be able to resolve questions/issues on their own, +9% without talking to a live agent 1,200 40%+ of customers contact a call center because they 1,000 cannot find answers via self-service 800 Up to 50% of How do I? calls could be deflected to selfcare channels if the information was available online % of mobile users indicate that a smartphone is their only 400 source for accessing the Internet

10 Canada: A Country Poised for Change What citizens are saying 55% of Canadians are satisfied with public services Our confidence in public service declines as we get older 7 out of 10 Canadians say that it is important for the government to provide more digital services 60% of Canadian feel sharing resources across government will save money and what it means to government That means your neighbor is not satisfied Our youthful optimism gives way to mature enlightenment Elected officials are on notice to prioritize the digital government agenda If citizen sentiment is ignored, expect to feel the affects in the next election Canada can expect a 46% growth in the senior segment by 2025 where 1 out of every 5 Canadians will be 65 or older Copyright 2013 Accenture All rights reserved. 10

11 Meeting Your Constituents Expectations Governments have a green light to close the gap with the commercial sector???? Everything Self-Service Go Mobile Go Social Seamless Channels Voice is still important Open Data Collaboration Transparency Personalization Marketing and Outreach Digital is the primary channel; customers expect end-to-end All options available on mobile; smart phone -enabled apps Moving beyond a content push channel Consistent experience; seamless jumping e.g. click to chat Simple contact options; very good customer service 24/7 If the apps are valuable Helps build trust, but engagement is often low Are people ready to relax restrictions on use of personal data? Yes if helpful (e.g. emergency alerts), No if intrusive Copyright 2013 Accenture All rights reserved. 11

12 Digitization Can Offer Great ROI Copyright 2013 Accenture All rights reserved. 12

13 Digital Maturity Learning From Leaders Who Have Forged a Path Even modest steps are transformational when aligned to a common objective Single, integrated portals Data consolidation Transactional e-services Last mile connectivity All services through digital channels Digital access for all eparticipation in process of government New models of delivery and procurement Cross-agency service collaboration Pervasive use of technologies like cloud, mobility and social media, Citizen/government digital engagement ICT deployed to re-invent public services across key sectors Current Mid Term Long Term Copyright 2013 Accenture All rights reserved. 13

14 A Simple Model for Growth How do we transform these ideas into actions? Copyright 2013 Accenture All rights reserved. 14

15 Remove Barriers to Information Accessible Make it easy to find information about your service so they do not have to contact you Organized content Expose knowledge Modern search Accessible Insight driven Responsive Accountable Copyright 2013 Accenture All rights reserved. 15

16 Create a New Channel for Service Responsive Offer digital services that meet the 24/7 nature of your constituents and keep them off your phones and out of your offices eservice catalog Digital mailbox Transparency in the process Accessible Insight driven Responsive Accountable Copyright 2013 Accenture All rights reserved. 16

17 Build Trust Through Transparency Accountable Measure and share your service performance with your constituency Capture interactions Develop KPIs Report back Accessible Insight driven Responsive Accountable Copyright 2013 Accenture All rights reserved. 17

18 Use Your Data to Drive Your Transformation Insight driven Put your massive amounts of data to work for your organization to help prioritize initiatives and deploy your scarce resources Issue correlation Business process optimization Policymaking For NYC, a 95% success rate catching illegal grease dumpers through cross-agency data analysis Accessible For a European welfare agency, leveraged predictive model to identify non-compliant unemployment benefit recipients improving detection results by 1.8 percentage points, projected to result in savings of 50 million over a three year period Insight driven Responsive For Rio de Janeiro, reduced average time for resolving city-critical service requests from 35 to 5 hours Accountable For a US state welfare agency, 30% reduction in the average time-on-aid before investigation commences and 240% improvement in the accuracy of cases detected as erroneous or fraudulent Copyright 2013 Accenture All rights reserved. 18

19 Measure Everything Digital Scorecard Measure the effectiveness of your digital channels Objectives to KPIs Web analytics Insight driven Accessible Responsive Accountable Copyright 2013 Accenture All rights reserved. 19

20 Where to Go From Here Its not easy Its incremental Everyone is starting from a different point Develop an future-state vision and build for change Copyright 2013 Accenture All rights reserved. 20

21 About the Presenter Sean Bailey Global Offering Manager Accenture Digital Government Services For over ten years, Sean has supported transformational public service initiatives working with leading government organizations in the United States, Singapore and Australia. With a focus on achieving high performance in government, Sean applies industry leading practices in customer experience and relationship management to increase citizen engagement and improve accessibility to government services. Using a collaborative working style, honed during years of cooperative learning and government work experiences in the Washington, DC metro area, Sean leads innovation workshops, motivates diverse workforces to achieve desired outcomes, and uses analytical thinking to derive the most appropriate solutions for his clients. sean.m.bailey@accenture.com Accenture Digital Government Services brings together consulting, technology, and outsourcing services to support government organizations along their digital transformation journeys, by optimizing their service delivery across all channels of communication, to improve constituents satisfaction and engagement, service productivity, and economic development. Copyright 2013 Accenture All rights reserved. 21