2017-Technology for People
We are extremely pleased to share the Accenture Technology Vision 2017, our annual prediction of the technology trends that will shape the future of companies in the next three years.
How will the future unfold? What we know unequivocally is the digital
revolution is here. It’s cascading across every industry, causing wide-scale enterprise disruption and wholly redefined customer expectations. Adaptability and a company’s ability to quickly rotate to the new has been critical – both for companies striving to become digital leaders, and for employees who are moving beyond the digital culture shock.
The real mission of government back-office functions isn’t processing transactions or
addressing compliance. It’s:
- Finding, nurturing and retaining top-tier talent
- Seeking out, developing and managing relationships to continuously improve service delivery
- Creating and improving innovative funding mechanisms while enhancing compliance and transparency
United States consumers trust healthcare organizations to protect their digital data—and they may be unforgiving of failure
According to an Accenture survey, healthcare consumers believe that payers and providers are taking measures to protect patients’ digital healthcare data, yet 26 percent of consumers have experienced a data breach. In response, 25 percent of consumers who experienced a breach changed providers, 21 percent changed payers and 19 percent got legal counsel. Interestingly, despite the myriad breaches occurring, consumers are more confident in their providers and payers than in government and health technology companies.
2017 Digital Transformation Initiative (Executive Summary)
The world is being transformed by new technologies, which are redefining customer expectations, enabling businesses to meet these new expectations, and changing the way people live and work. Digital transformation, as this is commonly called, has immense potential to change consumer lives, create value for business and unlock broader societal benefits.
The World Economic Forum launched the Digital Transformation Initiative in 2015, in collaboration with Accenture, to serve as the focal point for new opportunities and themes arising from the latest developments in the digitalization of business and society. It supports the Forum’s broader activity around the theme of the Fourth Industrial Revolution. Since its inception, the Initiative has analysed the impact of digital transformation across 13 industries and five cross-industry topics, to identify the key themes that enable the value generated by digitalization to be captured for business and wider society. Drawing on these themes, we have developed a series of imperatives for business and policy leaders that look to maximize the benefits of digitalization. We have engaged with more than 300 executives (both from leading global firms and newer technology disruptors), government and policy leaders, and academics.
2016-Cyber Threats Facing State and Local Government
For the past five years, CIOs have ranked security and risk management as a top concern for state governments. It’s been their number-one concern for the past three years—with good reason. 1 State and local governments may be especially vulnerable to cyber attacks and other security breaches. According to the Security Scorecard 2016 Cyber security Report, “[w]hen compared to the cyber security performance of 17 other major industries, government organizations ranked at the bottom of all major performers, coming in below information services, financial services, transportation and healthcare.”
Further, the State of Software Security, Volume 6, Focus on Industry Vertical, cites government’s low rate of compliance with OWASP 3 Top 10 Policy on First Risk Assessment. In government, the pass rate was just 24 percent, twice as low as the pass rate in financial services. In addition, government had the highest prevalence of vulnerability in code quality—along with the highest prevalence of both SQL Injection and Cross-Site Scripting on first assessment.
2016 The Power of Personalization
New Accenture research shows that citizens increasingly expect commercial-caliber experiences from government. In fact, a 2016 Accenture Public Service Pulse Survey found that 85 percent of citizens expect the same or higher quality from government digital services as from commercial organizations. That marks a rapid increase from the 2014 survey—when just 73 percent of citizens said they expected government to meet or beat commercial standards.
The research underscores the reality thatpeople in today’s digital world have one set of standards for service providers. No longer differentiating by source—retailers, banks, transportation providers, or government—customers’ expectations are like water flowing freely across all aspects of their lives. These “liquid expectations” represent a sea change for marketing in commercial sectors—and for customer engagement in government.
2016 Government as a Platform
The digital platform has arrived
Government as a platform is the foundation that allows government and non-governmental organizations to deliver next-generation public services. Government acts as an intermediary—orchestrating participants, facilitating collaboration, connecting people and providers, and ultimately, overseeing public service delivery models that will advance beyond what we can even imagine today.
While 89 percent of public service executives think it’s important to adopt platform-based business models, most underestimate the pace of change. 1 Digital technologies are already driving radical shifts in how public services are delivered, blurring the lines between government, business and civil society. Government as a platform is a natural part of this progression. 2 With 48 percent of public service executives planning to pursue digital initiatives with new partners over the next two years, the trend will only gain traction, and scale fast.
2016 Digital Government: Your Digital Citizens are Ready, Willing... and Waiting
Citizen demand… with plenty of room for improvement
Of the more than 1,000 citizens surveyed, 42 percent reported a majority of their government interactions were handled digitally.But almost 9 in 10 (86 percent) want to maintain or increase their digital interactions.At present, only one in four (27 percent) said they were satisfied.
Contrary to what some might think, neither technology nor age is a significant favor in accessing in accessing government services as shown in Figure 2. While respondents across the age spectrum rely mainly upon computers for access, there is growing demand for other platforms as well.
2016 Digital Government is Easier Than You Think
That is not to say that you can ignore digital. Far from it. Digital solutions do not make small incremental improvements—they have the potential to bring about big changes in how governments work. By focusing your digital spending on meeting, delivering and measuring your main objectives, you can deliver proven results in two ways:
Improving governments’ effectiveness
• An Empowered Agency Workforce. By using advanced analytics and broader, quicker access to information within and outside your agency, your line workers can be better informed.
• Informed Decision Making. By being able to access and analyze the data they need, agency leaders can make smarter decisions about the challenges facing citizens, organizations and policy challenges.
2016 Digital Government:Great Expectations, Untapped Potential (Accenture Public Service Pulse Survey)
When Accenture surveyed US citizens in 2014 to assess their views of digital government, nearly three-quarters (73 percent) indicated that they hold government to the same, or higher, standard as their commercial providers. In the follow-up survey—just two years later—the percentage surged to 85 percent.
2016 Digital Government: "Good Enough for Government" is not good enough (Accenture Public Service Pulse Survey)
Goodbye to the gap
In the past, citizens held government and commercial organizations to different digital standards—expecting less of government than of banks, retailers, airlines and other providers. New Accenture research reveals that this digital gap is nearly gone.
In 2014, an Accenture Public Services Pulse Survey found that 73 percent of citizens expected the same or higher quality from government digital services as from commercial organizations. In the most recent survey—just two years later—that number surged to 85 percent. The findings suggest that the idea of a digital experience that’s “good enough for government” will soon be a thing of the past.
When Accenture surveyed citizens in 2014, they told us they wanted the “basics” from digital government: having questions answered definitively (91 percent) and being assured of privacy (88 percent). In the most recent study, those factors remain important to citizens (68 percent and 72 percent, respectively). But the value of advanced functionality has jumped significantly. Citizens increasingly want a personalized digital experience (54 percent), access to user tips and comments (47 percent), smartphone access (44 percent) and integration with social media (47 percent).
2016 The 2016 Public Sector for the Future Summit: Designing Public Services for a Digital World
There is no debating the digital future is here—and it’s impacting government. Citizens want public services 24/7, mobile, anticipatory, personalized, and simple—just like they get from other service organizations. In fact, research by Accenture shows that nearly three quarters (73 percent) of U.S. citizens hold government to “the same or higher” standard as their commercial providers. 1 In other words, they want their government to be as smart as their smartphone. They want their government in their pocket. They demand a government that is ready and available when they are.
The central challenge for public sector leaders is this: Design government organizations for this new digital world or lose public support and legitimacy.
2016 The 2016 Public Sector for the Future Summit: Building Capacity and Legitimacy
Today’s public safety leaders often feel squeezed in a vise. On one side pressure is ramping up to respond to ever-more-complex crime and public safety threats such as natural disasters, violent extremism, and cybercrime. On the other side are pressing demands for citizen engagement, stakeholder collaboration, and community outreach. Policing leaders can feel torn: Should they focus on fighting crime efficiently? Or should they focus on growing public trust?
Forward-thinking public safety leaders realize that to build legitimacy the answer is “yes” – to improving both crime prevention and public trust. Yet to accomplish both objectives, public safety leaders need to pursue innovations that increase organizational capacity. In a world of limited resources, finding the right mix of innovations will require grappling with tough questions.
2016 Government for the People: The Road to CustomerCentered Services
Great customer service from the federal government can change, and sometimes save lives. Just ask some of the 13 million students who went to college in 2014 thanks to financial aid services from the Department of Education. Or the half-million survivors of natural disasters who sought help from the Federal Emergency Management Agency to rebuild their lives. Or the suicidal veteran who called a crisis line at the Department of Veterans Affairs and, after talking to a skilled and empathetic counselor, latched onto a glimmer of hope.
Government has pockets of excellence where its customers are well-served. Yet the federal government over-all falls short on delivering the customer experience citi-zens expect and deserve. In fact, federal agencies score far behind almost all industries and sectors, including state and local governments, in several customer satisfac-tion measures.