A people first approach is key for agencies’
digital success
The digital revolution is dominating and transforming the work
of the U.S. federal government, and those federal agencies that
develop a people first approach will stand out in an increasingly
digital world that is delivering bigger and better citizen
experiences, according to research from Accenture Federal Services.
The Accenture Technology Vision 2016 identifies five emerging
technology trends – fueled by the people first approach –
that are key to the federal government’s digital success.
The report highlights how leaders of companies and government
agencies can often feel overwhelmed by the rate of technology
change and experience a “digital culture shock” at the prospect of
keeping pace in today’s digital economy. However, agencies using a
people first approach can create new customer experiences that
drive digital disruption.
“As technology advancements accelerate at an unprecedented rate,
federal leaders who equip employees with the right skills can fully
capitalize on digital innovations,” said Tom Greiner, who leads
Accenture Federal Service’s Technology business. “Agencies that
cultivate and empower a digital culture and talent will have
unmatched capabilities to create fresh ideas, develop cutting-edge
services for citizens and disrupt the status quo.”
The trends, fueled by the people first principle, that
Accenture has identified as critical to the digital success of
federal agencies include:
1.
Intelligent automation. Federal
leaders are embracing intelligent automation — powered by
technologies such as artificial intelligence, social, mobile,
analytics and cloud or Internet of Things — to fundamentally change
the way their agencies operate and drive a new, more productive
relationship between citizens and machines. For example, as part of
the U.S. Census Bureau five-year Digital Transformation Program,
work has begun to set the stage for the first digital Census —
including redesigning and deploying census.gov to a new modernized
web platform, migrating and transforming the millions of existing
assets and records, and leveraging modern digital analytics and
dissemination capabilities.
2.
Liquid workforce. By capitalizing
on technology to enable workforce transformation, leading agencies
will create highly adaptable and change-ready environments that are
able to meet today’s dynamic digital demands. Survey respondents
underscored the importance of a liquid workforce by ranking
qualities such as “the ability to quickly learn” and “the ability
to shift gears” higher than “deep expertise for the specialized
task at hand.” With the pending administration transition, building
systems that can adapt to wholesale changes in the workforce will
be key to helping ensure that citizen services are not
disrupted.
3.
Platform economy. Business leaders
are unleashing the power of technology by developing platform-based
business models to capture new growth opportunities. These new
models are driving the most profound change in the global
macroeconomic environment since the Industrial Revolution, and 81
percent of survey respondents agreed that they will become part of
their organization’s core growth strategy within three years.
Leveraging disruptive, Cloud-based platforms, Accenture Federal
Services is helping the Department of State modernize the Embassy
of the Future by delivering a digitally powered, human-centric
solution that engages State employees in a simple and personalized
service model.
4.
Predictable disruption.
Fast-emerging digital systems are creating the foundation for the
next wave of enterprise disruption. Previous technology disruptions
were often unpredictable, but federal agencies can now develop
systems and anticipate the impact of those disruptions. As an
example, in response to the growing number of people who use health
wearables or add smartphone apps that help them track their health,
policymakers at all levels of government are trying to figure out
how to safeguard that data and ensure privacy. The Office of the
National Coordinator for Health Information Technology (ONC) is
establishing a framework of best practices for the effective use of
patient-generated health data (PGHD) in research and care delivery
and to identify best practices, gaps and opportunities for the
collection and use of PGHD.
5.
Digital Trust. Trust is a
cornerstone of the digital economy, according to 83 percent of
survey respondents. To gain the trust of citizens and regulators in
this new landscape, federal agencies must focus on digital ethics
as a core strategy; better security alone won’t be enough. For
example, the Transportation Security Administration has created
identity management and credentialing system processes to verify
and manage millions of identities for those working at sensitive,
secure areas throughout the U.S. transportation system.
“While technology is the driver, it is people who will transform
federal agencies for the future,” Greiner said. “Federal agencies
that embrace digital can empower their workforce to continuously
learn new skills to do more with technology and generate bigger and
better results that benefit citizens. We look forward to continuing
to help federal agencies embrace digital.”
In response to the rapid pace of innovation, Accenture recently
launched the Accenture Federal Services Digital Studio in
Washington, D.C. The Digital Studio showcases Accenture Digital’s
industry-leading capabilities, including Accenture Interactive,
Accenture Analytics and Accenture Mobility, and it is being
deployed to help Accenture’s federal clients better engage with the
people that they employ, serve and protect. The Digital Studio
will provide digital strategy, service and experience design,
digital marketing and agile product-development capabilities.
Learn more about Accenture’s work with federal agencies and its
global program Delivering Public Service for the Future.
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.
About the Methodology
Accenture’s Technology Vision is developed annually by
the Accenture Technology Labs. For the 2016 report, the
research process included gathering input from the Technology
Vision External Advisory Board, a group comprising more than two
dozen experienced individuals from the public and private sectors,
academia, venture capital firms and entrepreneurial companies. In
addition, the Technology Vision team conducted interviews with
technology luminaries and industry experts, as well as with nearly
100 Accenture business leaders. In parallel, the survey helped
identify the key issues and priorities for technology adoption and
investment. Respondents were mostly C-level executives and
directors, with some functional and line-of-business leads, at
companies with annual revenues of at least US$500 million, with the
majority of companies having annual revenues greater than US$6
billion.
About Accenture
Accenture (NYSE:ACN) 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 more than
375,000 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.
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