Five digital trends: A public service outlook

Accenture Technology Vision 2015 Delivering Public Service for the Future

Digital government is about using innovative technologies to improve outcomes and deliver public service for the future. Doing so is neither fast nor easy. But the Accenture Technology Vision survey shows that work is underway around the globe—and identifies five Vision Trends to help fuel progress for public service.

#techvision2015

Most executives—including those in public service—expect the pace of technology adoption to increase.

84% 81%

@

PUBLIC SERVICE IS KEEPING PACE

INCREASE OVER THE NEXT TWO YEARS

ALL INDUSTRIES SURVEYEDPUBLIC SERVICES

2

INFOGRAPHIC

#techvision2015

Personalized citizen experience is a top-three priority for two out of three public service leaders.

SECURITY

PUBLIC SERVICE

agree or strongly agree

LACK OF SKILLED WORKERS

CUSTOMER PRIVACY/TRUST

TECHNOLOGY IMMATURITY

What are the key barriers to personalization in public service?

TREND 1 Internet of Me

66%

3

#techvision2015 TREND 2 Outcome Economy

Technology offers new means for outcome-focused public services—but few are tapping into its full potential.

Today

Expected to do so in three years9%19%

PUBLIC SERVICE

PUBLIC SERVICE

MAIL

agree or strongly agree

agree or strongly agree

84%

87%

PUBLIC SERVICE

ALL INDUSTRIES SURVEYED

Most executives agree that digital devices on the edge are powering an outcome economy and enabling a new business model that shifts the focus from selling services to selling outcomes.

Are you using sensor data to interact with

the world?

4

#techvision2015 TREND 3 Platform (R)evolution

Public Service expects organizations will move toward real-time platforms and systems as enterprises adopt mobility and Internet of Things solutions.

More than half of public service leaders are embracing Platform as a Service (PaaS) within their organizations.

USING OR EXPERIMENTING WITH PaaS TODAY

PUBLIC SERVICE

5

#techvision2015

FOR

managing data remains a huge hurdle (“very” or “extremely” challenging) for all industries— including public service.

But public service is making progress—experimenting with or using a range of intelligent technologies.

RULE-BASED ALGORITHMS

MACHINE LEARNING

PREDICTIVE ANALYTICS

INTELLIGENT AGENTS

56%

PUBLIC SERVICE

59%

TREND 4 Intelligent Enterprise

OF ALL INDUSTRIES SURVEYED,

71%

6

#techvision2015

Public service leaders recognize the importance of intelligent machines.

And public service is ahead of other industries in considering adoption of software automation or cognitive computing to complement the human workforce.

Successful organizations will manage employees alongside intelligent machines— ensuring collaboration between the two:

PUBLIC SERVICE

PUBLIC SERVICE

ALL INDUSTRIES SURVEYED

ALL INDUSTRIES SURVEYED

74%

58%

78%

51%

agree or strongly agree

agree or strongly agree

TREND 5 Workforce Reimagined

7

For more on Accenture Technology Vision 2015 for Public Service, please visit: accenture.com/publicservicetechnologyvision

About Delivering Public Service for the FutureWhat does it take to deliver public service for the future? Public service leaders must embrace four structural shifts—advancing toward personalized services, insight-driven operations, a public entrepreneurship mindset and a cross-agency commitment to mission productivity. By making these shifts, leaders can support flourishing societies, safe, secure nations and economic vitality for citizens in a digital world—delivering public service for the future.

About AccentureAccenture is a global management consulting, technology services and outsourcing company, with more than 336,000 people serving clients in more than 120 countries. Combining unparalleled experience, comprehensive capabilities across all industries and business functions, and extensive research on the world’s most successful companies, Accenture collaborates with clients to help them become high-performance businesses and governments. The company generated net revenues of US$30.0 billion for the fiscal year ended Aug. 31, 2014. Its home page is www.accenture.com.

The research process this year began with gathering inputs from the Technology Vision External Advisory Board, a group of more than two dozen executives and entrepreneurs from the public and private sectors, academia, venture capital and startup companies. In addition, the Technology Vision team conducted nearly 100 interviews with technology luminaries, industry experts and Accenture business leaders.

The team also tapped into the vast pool of knowledge and innovative ideas from professionals across Accenture, using Accenture’s collaboration technologies and a crowdsourcing approach to launch and run an online contest to uncover the most interesting emerging technology themes. Over 1,700 participants actively engaged in the contest, contributing valuable ideas and voting on others’ inputs.

Accenture Technology Vision 2015 Survey DemographicsThis year, Accenture conducted the first Technology Vision survey, polling 2,000 business and technology executives—including 162 public service leaders—across nine countries and 10 industries.

The goals: to understand their perspectives on key technology challenges they face, and to identify their priority investments over the next few years. This survey was fielded from December 2014 through January 2015 in Australia, Brazil, China, France, Germany, India, South Africa, the United Kingdom and the United States. Respondents included IT Directors (24 percent), Function Heads (15 percent), CIOs or Chief Mobility Officers (13 percent), CTOs or Directors of Technology (13 percent), CMOs (9 percent), Line of Business Heads (9 percent) and CSOs (4 percent).

To learn more and read the full Accenture Technology Vision 2015 report, please go to accenture.com/technologyvision.

Every year, the Technology Vision team collaborates with Accenture Research to pinpoint the emerging IT developments that will have the greatest impact on companies, government agencies, and other organizations in the next three to five years.

METHODOLOGY

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