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Human Services: Lead with Impact

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Human Services: Lead with Impact

  1. 1. US human services: Lead with impact US human services: Lead with impact Delivering better outcomesnowand post-pandemic
  2. 2. US human services: Lead with impact This slideshare includes key findings of two global online surveys Accenture conducted in late 2020. We surveyed 7,000+ people who had received a social service in the past two years. We also gathered the views of 660+ executives in social services, employment, public pension and child welfare agencies working in C-suite roles or as agency directors, directors of IT, policy directors, function heads and line of business heads. Respondents came from Australia, Canada, Finland, France, Germany, Italy, Norway, Singapore, the United Kingdom and the United States.This deck highlights key findings from US respondents. Explore here: • Rising demand for human services • Three priorities for reshaping tomorrow’s human services • Change-in-action success stories
  3. 3. US human services: Lead with impact Human services agencies’ response to COVID-19 has been extraordinary Yet underlying weaknesses have been exposed andchallenges aremounting
  4. 4. US human services: Lead with impact of US respondents expect to use human services more in the future. 36% of US respondents say their human services agencies’ response to the COVID-19 pandemic has been strong or very strong. 63% Human services agencies face significant challenges in helping get people back to work, keeping them safe and providing other types of vital support.
  5. 5. US human services: Lead with impact Agency leaders are focused on key organizational changes to recover But nowthey feel less prepared of US human services executives believe their agencies are highly prepared for current and future challenges. 60% felt that way before the pandemic. 73% vs.
  6. 6. US human services: Lead with impact Change is needed—and on the way of executives and citizens expect human services to look very different in the years ahead. +70%
  7. 7. US human services: Lead with impact As agencies rethink how— and what— they offer, three priorities stand out Priority 01 Become more responsive Priority 02 Become more accessible Priority 03 Embrace new technologies with human ingenuity US human services: Lead with impact
  8. 8. US human services: Lead with impact Agencies that are making a difference deliver services by effectively meeting citizens where and when they want—with frictionless, personalized experiences Despite pockets of excellence, most social services agencies across the world are not making the most of the powerful tools now available to evolve services. Priority 01 Become more responsive
  9. 9. US human services: Lead with impact Accenture helped the Canadian government launch its new unemployment package Canada Emergency Response Benefit in March.The Department of FinanceCanada program was designed to provide financial aid to Canadians impacted by COVID-19. In just four days, Accenture set up a call center for a team of 2,600 Canada-based agents, produced over 25 dual-language supporting process documents and delivered 1,400 training hours to enable remote handling of calls on the new system. Canadian government Case Study Launchingnew benefits tomeet quickly evolving needs Priority 01 Become more responsive of US executives said that their agencies deployed new services on a large scale during the pandemic. 13%
  10. 10. US human services: Lead with impact Making services more relevant does little good unless people know their choices or can access them US respondents said they lacked guidance on eligibility and cited long wait times as the most frequent obstacle to receiving services. Greater accessibility and transparency aid trust and belief in government leadership and services. Priority 02 Become more accessible
  11. 11. US human services: Lead with impact said reducing wait times was the best way to boost their trust in government. 36% of US respondents said they lack sufficient guidance on what services they’re eligible for. 82% Priority 02 Become more accessible
  12. 12. US human services: Lead with impact Even as vaccines become more freely available, citizens will be seeking virtual services into the future. Accenture’sVirtualVisits Solution is another way that governments can make services accessible while increasing trust through safe and on-demand services. It’s a completely virtual approach that allows for self- serve appointment booking, along with document and information sharing. It also enables easy follow-up and ongoing engagement between customer and service provider. Virtual Visits Solution Case Study Empoweringcitizensthroughself-service and on-demandtools Priority 02 Become more accessible
  13. 13. US human services: Lead with impact Agencies must become more responsive and more accessible Each of these goals brings its own challenges—and agencies need to devote effort and investment inside their organization for citizens to see results on the outside. Priority 03 Embrace new technologies with human ingenuity
  14. 14. US human services: Lead with impact Priority 03 Embrace new technologies with human ingenuity In virtual work environments, innovation, communication and collaboration increased but at a steep cost to employee morale Increase No Change Decrease
  15. 15. US human services: Lead with impact Pre-pandemic,Accenture launched a joint research project with theAustralian National University’s (ANU) Centre for Social Research and Methods (CSRM). Its aim was to extend its microsimulation policy modeling platform with leading desktop visualization tools to fast-track the discovery phase for new policy options. This approach creates a powerful desktop analytics platform to conduct real-world modeling and forecasting of the fiscal impact of social policy decisions. Australian National University Case Study Sharingideasanddata Priority 03 Embrace new technologies with human ingenuity Only 41% of US executives strongly agree their agencies can pivot swiftly.
  16. 16. US human services: Lead with impact Executives who said that their agencies had not yet invested in… 'Modular and flexible infrastructure’ such as cloud. 56% Virtual work solutions. 57% Artificial intelligence. 71% Big data and analytics. 57% Priority 03 Embrace new technologies with human ingenuity Responsiveness and accessibility require new investments in technology. But they’re being postponed—delaying benefits for citizens and employees
  17. 17. US human services: Lead with impact To strengthen the continent’s public and private sectors, in October 2020 the E.U. committed up to €10 billion over the next seven years to develop Europe-based cloud computing capacity. European cloud computing Case Study Investing forthefuturethroughcommitment toa longer-termtechnologystrategy Priority 03 Embrace new technologies with human ingenuity
  18. 18. US human services: Lead with impact Alongside its other impacts, COVID-19 has dramatically underlined the crucial role of human services in supporting the most vulnerable individuals and families. It has also demonstrated the need for more effective human services delivery. Technology is clearly part of the solution. But embracing new ways of working and new mindsets will be equally important. Agencies that commit today to meeting both challenges will open the way to a brighter future for their citizens— and for themselves.
  19. 19. US human services: Lead with impact Social Services Research Overview Globally, 7,000+ residents and 660+ executives were surveyed in Sept 2020 Australia 70 execs 1002 citizen Germany 70 exec 1001 citizen Singapore 60 exec 500 citizen United Kingdom 70 exec 1000 citizen United States 70 exec 1000 citizen Canada 71 exec 501 citizen France 71 exec 500 citizen Finland 60 exec 500 citizen Norway 60 exec 500 citizen Italy 60 exec 501 citizen Executives responding were part of their agency’s COVID response, across 5 public service segments; Pensions exclude the US; Child Welfare includes US, Canada, Australia only; Citizens had received at least one kind of social service within the last 2 years. Social / human services (N=34) Public employment (N=26) Child welfare / child support (N=13) Title / Role C-suite Director Manager, Head State 46% Federal 54% White Hispanic or Latino Black or African American Native American or American Indian Asian / Pacific Islander Other US Residents (n=1,000) US Executives (n=70) US Survey Participants Summary 20 14 17 19 Over $10b $2b - $10b $500m - $2b Below $500m Age 1,220 1,923 1,729 934 681 518 18-24 25-34 35-44 45-54 55-65 65+ Government level Services used in last two years Race and Ethnicity Agency Budget 765 535 739 Public Employment… Child Welfare / Child Support Other Social or Human Services
  20. 20. Disclaimer:This content is provided for general information purposes and is not intended to be used in place of consultation with our professional advisors. 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. About Accenture Accenture is a global professional services company with leading capabilities in digital, cloud and security.Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Interactive, Technology and Operations services —all powered by the world’s largest network of AdvancedTechnology and Intelligent Operations centers.Our 537,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries.We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities. Visit us at www.accenture.com Authors Copyright © 2021 Accenture. All rights reserved. Accenture and its logo are registered trademarks of Accenture. Valerie Armbrust Managing Director Public Service valerie.c.armbrust@accenture.com Gaurav Diwan Managing Director Public Service, NorthAmerica gaurav.diwan@accenture.com Rainer Binder Managing Director Public Service, Social Services Lead rainer.binder@accenture.com Meghan Yurchisin Senior Principal Public Service,Accenture Research Lead meghan.yurchisin@accenture.com

Notes de l'éditeur

  • The COVID-19 pandemic has caused enormous, immediate and sustained hardship for Americans across the country not seen since the Great Depression. Social services agencies have been on the frontlines of the COVID-19 response deploying services that are critical to citizens’ livelihoods.

    ABOUT THE SURVEY: Between July-September 2020, Accenture surveyed 7,000+ citizens who have recently used social services such as unemployment, pensions, disability, and family welfare in the last two years. The global survey included the U.S., France, Canada, Germany, Italy, Australia, Finland, Singapore, Norway, the United Kingdom. The 1,000 social service users from the U.S. included a diversity of genders, age groups, race and ethnicities, and educational attainment. New users of social services during the pandemic (used in the last six months but not in the last two years) include Public Employment Services (55%), Other Social or Human Services (50%), and Child Welfare / Child Support (32.7%).

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