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Accenture Public Safety Technology Vision | 2016

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People First: The Importance of People in Public Safety in the Digital Age

Accenture Public Safety Technology Vision 2016

According to our global technology survey more than 80 percent of our public service leaders anticipate that the pace of technology change will increase rapidly or at an unprecedented rate in their industry over the next three years. As these technology advancements dramatically disrupt the workforce, agencies that put people first—equipping employees, partners and citizens with new skills—can fully capitalize on these innovations. In the latest Accenture Technology Vision1, we identify five technology trends, fueled by the people first principle, that are vital to operational success. Here, we explore the potential impact of these cross-industry trends on public safety agencies.

Public safety agencies that embrace digital will put people first.


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Driven by artificial intelligence, the next wave of solutions will provide greater support for traditional operational processes like case and intelligence reviews, removing much of the manual effort, while continuing to help to support public safety personnel in making the important decisions. Intelligent automaton can address and help support labor-intensive analysis too, such as automated repeat offender risk profiling2 or can help the police to maintain law and order by using video analytics in surveillance operations.3 And while the use and benefits of risk profiling and predictive analytic tools continue to grow, public safety agencies must implement robust design and training practices to help users understand how to interpret and represent the data being presented to them.

But it is not only in the area of analytics that intelligent automation may play a role; it also has the power to streamline and automate areas of case management, evidence processing and physical surveillance. In the United States, the workforce is about to be augmented by a new and intimidating colleague—a six-foot tall fully

autonomous robot officer that will patrol the streets and hand out parking tickets. In Dubai, a new fleet of intelligent police androids will be introduced in 2017 that will patrol public spaces and interact with people.4

With design consultancy firm Fjord predicting 2016 as the year virtual reality becomes mainstream, public safety agencies must proactively think of ways to use this technology, for example; opportunities for training simulation or crime scene recreation, such as Forensic Holodeck, the first system to create a virtual crime scene from the 3D data forensic scans.5 Clearly, a balance needs to be struck between automation and human interaction and, most importantly, the ability to apply human judgement.

People come first—for instance, policing relies on the expertise of its officers—but intelligent automation can help support public safety decision making. But in the future the potential for intelligent processing to remove much of the burden of common police processes and analysis could revolutionize information management within public safety agencies.

Trend 1: Intelligent Automation The essential new co-worker for the digital age

Powered by artificial intelligence, the next wave of intelligent automation solutions will gather unprecedented amounts of data from disparate systems and—by weaving people, systems and data together—create solutions that fundamentally change the organization, as well as what it does and how it does it.

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Public safety organizations must be able to rapidly assemble and disband highly specialized teams across the organization—for instance, being able to quickly mobilize cybersecurity experts and data analysts during terror threats and attacks offers significant tactical and operational advantages. Additionally, a liquid workforce can improve learning and agility; one European police force is in the process of establishing an integrated e-learning environment that enables a more flexible response to changing demands for skills.

Agencies will need to engage in the “war for talent” which will affect every sector. Agencies need to consider how their traditional recruitment, rank and incentive structure should adapt to fulfil demand. Despite reduced budgets, organizations must think creatively about attracting and retaining the right talent. For example, IDC predicts that by 2017 more than 50 percent of government cybersecurity professionals will be contractors as the demand for cybersecurity experts will outstrip the available supply. 6

Citizen involvement will continue to be a fundamental component of how public safety agencies tackle crime and police communities—and the public is ready to become part of a public safetyliquid workforce. Ninety-six percent of citizens said they expect to play a role in police services in a recent survey. 7 Again, the means, and in some instances the nature, of that engagement will need to change and new and different digital engagement strategies employed. One of the earliest and most simplistic examples of this involvement is Crimestoppers8, a service which enables citizens to confidently support open investigations through a secure medium. More recently, the Seattle Police Department announced a scheme known as “Get your car back.” Using Twitter, the police release details of the stolen car and invite citizens to make contact if they spot the vehicle.9

Police officers will clearly need new skills to support the changes digital technologies bring—from skills to build and operate digital crowdsolving platforms, operating drones, or analyzing digital evidence from citizens (such as mobile phone footage), to skills to create digital community engagement platforms, digital messaging systems (such as child rescue alerts), or building apps for officers and citizens. Many digital devices require additional training, such as body-worn cameras and smart belts.

Trend 2: Liquid Workforce Building the workforce for today’s digital demands

Public safety agencies need to empower their workforces to respond to continually evolving crime types, such as cybercrime and fraud, and the operational impacts of increasingly complex shifts in societal threats; for example, home-grown radicalization and online recruitment. We can expect cybercrime to increase, while policing the many “virtual communities” through which citizens communicate will become more complex.


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Seventy-five percent of public service respondents to our survey believe platforms will be the “glue” that brings organizations together in the digital economy.11 New York City’s partnership with Microsoft has resulted in the Domain Awareness System, a sophisticated law enforcement technology solution that aggregates and analyzes existing public safety data streams in real time.12 This use of “digital” platforms will mean providing a tighter integration of technologies of all types, including: case and intelligence systems, facial recognition, mobility, drones, sensors to create a single way of capturing, analyzing and sharing data of all types to enable it to inform real-time decision making and public safety outcomes.

Powerful analytical platforms also have an important role to play in enriching operational and intelligence data with other relevant data points—such as accident and emergency records, pension data, travel data, video feeds, or open data. With this platform approach and the volume of data involved, new services solutions will need to be

adopted. For instance, it is possible we may see public safety organizations, such as Europol, providing collaborative and integrated platforms to not only facilitate the exchange of information, but also provide analytical capabilities to enrich and develop it. In the United Kingdom, Facewatch, a secure online portal, is enabling police, businesses and communities to work together toward reducing crime.13 Those public safety agencies who fail to adopt cloud strategies, private or public, which underpin these technologies risk being at a disadvantage in the digital age.

Trend 3: The Platform EconomyTechnology-driven business model innovation from the outside in

A platform model is a way of connecting different stakeholders—such as citizens, police and judges. It is technology-driven business model innovation from the outside in. A good example is taser.com, a private sector company that is changing the way the police work. Its digital evidence management platform is enabling the police to deploy body-worn cameras at scale.10


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We are already witnessing the rise of “smart cities” where sensors and connected devices provide volumes of information. The Singapore government established a safe city program using advanced video analytics to help city monitors rapidly identify threatening crowd behavior, flood risks and suspect objects among others, facilitating collaboration among various agencies. The government can now produce meaningful insights in real time, enabling it to respond more quickly to adverse situations.14 Similarly, the French Ministry of the Interior added analytics to standard CCTV footage to detect incidents in real time at its annual antiques and bric-a-brac street market event in Lille, which attracts more than two-and-a-half million people, better serving citizens and improving overall public safety.15 Public safety agencies must understand their role within these environments, particularly in the light of the heightened risk of accusations around privacy and the improper use of data.

Similarly, an exponential increase in sensors and connected devices is paving the way for what Fjord terms as “living services”.16 Driven by advanced analytics and cognitive learning, interaction with connected devices and apps will move away from user-defined interactions to analytics-driven services which intelligently predict and react to a user’s changing needs and environment (both physical and virtual). For example, the living services theory could be used to intelligently alert and deploy officers in real time to a gang member nearby who is known to police, has a history of violence and has just posted a threatening message to a rival gang member online—all without the manual intervention of open source intelligence analysts or command and control.

In particular, policing is experiencing its fair share of digital disruption. For example, the argument for ‘Smart Guns’ in policing is growing several firms now provide a connected firearm which uses biometrics to restrict usage of the weapon while leveraging cloud to securely store critical usage and location data. In the United States, New Orleans’

French Quarter has a dedicated task force that relies on citizens reporting crimes or potential trouble using an app on their smartphones that, like Uber, alerts the nearest officer, who responds in a specially modified vehicle.17

Trend 4: Predictable DisruptionLooking to digital ecosystems for the next wave of change

Digitalization is opening up many new information channels. Data sources such as open source, drones, body-worn cameras and connected devices mean information is not only increasingly accessible but has the potential to overwhelm public safety agencies. Yet it is critical that public safety agencies understand and tap into this growing digital ecosystem.


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To gain the trust of citizens and maintain levels of openness and transparency, public safety agencies must consider more innovative means—from online crime maps showing crime levels in the locality, to deploying cognitive computing solutions to interact with citizens in real time via public-facing portals.19 Regulation can help. By 2017, IDC predicts multinational cybersecurity frameworks for digital data usage will bring about effective security standards and compliance processes that enable privacy protections.20

Public safety agencies need to be open and transparent—but also they need access to digital data. There is often a conflict between protecting digital information and what is accessible to defence and intelligence agencies as a matter of national security. As we have seen recently, Apple resisted the attempts of the FBI to help mine data from an iPhone used by one of the shooters in December’s terrorist attacks in San Bernardino in the United States.21

Police forces across the world are aware of the importance of building trust with citizens. Toronto Police used Twitter to post clues about a murder case and encouraged crowdsourced information. The approach resulted in an arrest and charge, solving a case that was four years old. 22 Similarly, citizens are working closely with the United States Department of Justice and knowingly share their personal contact details as part of the AMBER Alert™ Program. The program is a voluntary partnership between various agencies and activates an urgent bulletin in serious child-abduction cases.23 Citizens are not only trusting the police with their private data, but also public safety officials are gaining digital trust by putting that data to good use to find vulnerable children. And the United States Immigration and Customs Enforcement has created a smartphone app, the first of its kind in U.S. federal law enforcement, designed to seek the public’s help with fugitive and unknown suspect child predators.24

With full awareness of the digital disruption ahead, public safety agencies can evolve to meet the challenge.

Trend 5: Digital TrustStrengthening customer relationships through ethics and security

As the growing number of digital channels increases the demand and ability to access and process sensitive data, public safety agencies need to carefully consider how to handle and secure this data to retain citizens’ trust. Operational activities across a range of public safety services are being affected—from ePassports, biometrics, and facial recognition to body-worn cameras and drones. And although 62 percent of surveyed citizens are prepared to share information in return for security,18 there remains the need to prove its legitimacy—that is, finding a balance between digital surveillance in the national interest and maintaining civil liberties.


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About Delivering Public Service for the Future

What 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 mind-set 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.

The views and opinions expressed in this document are meant to stimulate thought and discussion. As each business has unique requirements and objectives, these ideas should not be viewed as professional advice with respect to your business.This document makes descriptive reference to trademarks that may be owned by others. The use of such trademarks herein is not an assertion of ownership of such trademarks by Accenture and is not intended to represent or imply the existence of an association between Accenture and the lawful owners of such trademarks.


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If you would like to know more about the Accenture Technology Vision visit:

www.accenture.com/technologyvision or join the conversation #techvision2016

Connect with us to learn more on delivering public service for the future on Twitter @AccenturePubSvc


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About Accenture

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 373,000 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

James SlessorGlobal Managing Director, Accenture Public SafetyLondon, UK Office: +44 (0) 20 7844 5753Mobile: +44 (0) 7957 681 745E-mail: [email protected]

References1. Accenture Technology Vision 2016, https://www.accenture.com/us-en/insight-technology-trends-2016

2. Arnold Foundation, https://www.ted.com/talks/anne_milgram_why_smart_statistics_are_the_key_to_fighting_crime/transcript?language=en

3. Video analytics: public safety solutions to make the most of camera investments, Accenture 2015 https://www.accenture.com/us-en/insight-video-analytics-public-safety

4. http://www.nydailynews.com/news/world/united-arab-emirates-introduce-patrolling-robocops-article-1.2217221

5. http://www.reuters.com/article/us-switzerland-holodeck-idUSKBN0LZ17K20150303 https://www.accenture.com/gb-en/insight-video-analytics-public-safety

6. IDC FutureScape, https://www.idc.com/research/viewtoc.jsp?containerId=259870

7. How can digital police solutions better serve citizens’ expectations? Accenture survey 2014 https://www.accenture.com/us-en/insight-how-can-digital-police-solutions-better-serve-citizens

8. https://crimestoppers-uk.org/

9. http://spdblotter.seattle.gov/2010/12/01/spd-announces-get-you-car-back-on-twitter-using-social-networking-to-combat-auto-thefts/ and https://twitter.com/getyourcarback

10. https://www.taser.com/products/digital-evidence-management

11. Accenture Technology Vision 2016, https://www.accenture.com/us-en/insight-technology-trends-2016

12. http://www.nyc.gov/portal/site/nycgov/menuitem.c0935b9a57bb4ef3daf2f1c701c789a0/index.jsp?pageID=mayor_press_release&catID=1194&doc_name=http%3A%2F%2Fwww.nyc.gov%2Fhtml%2Fom%2Fhtml%2F2012b%2Fpr291-12.html&cc=unused1978&rc=1194&ndi=1

13. https://www.facewatch.co.uk/cms/police

14. Safe City Test Bed, https://newsroom.accenture.com/subjects/client-winsnew-contracts/accenture-chosen-for-singapore-safe-city-pilot.htm

15. Video analytics: public safety solutions to make the most of camera investments, Accenture 2015 (linked to footnote 5) https://www.accenture.com/us-en/insight-video-analytics-public-safety

16. Living Services, https://livingservices.fjordnet.com/

17. http://theweek.com/speedreads/570321/new-orleans-created-uberlike-police-force-french-quarter

18. How can border management solutions better meet citizens’ expectations? Accenture citizen survey on border management and biometrics 2014 https://www.accenture.com/us-en/insight-border-management-solutions-better-meet-citizens.aspx

19. Meet Amelia, the AI Platform That Could Change the Future of IT, http://www.entrepreneur.com/article/245827

20. IDC FutureScape, https://www.idc.com/research/viewtoc.jsp?containerId=259870

21. “Apple vows to resist FBI demand to crack iPhone linked to San Bernardino attacks,” The Washington Post, February 17, 2016 https://www.washingtonpost.com/world/national-security/us-wants-apple-to-help-unlock-iphone-used-by-san-bernardino-shooter/2016/02/16/69b903ee-d4d9-11e5-9823-02b905009f99_story.html

22. http://www.cbc.ca/news/canada/toronto/mike-pimentel-killing-serial-1.3358573

23. http://www.amberalert.gov/

24. https://www.ice.gov/predator/smartphone-app

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