I spoke to Accenture about personalisation in government digital services and how services at national scale can be tailored to meet individual user needs.
The accompanying slides set out five themes shaping human services:
- Digital: government agencies are becoming more data-driven while adopting emerging technologies, including advanced analytics, virtual assistants, robotic process automation and artificial intelligence.
- Citizens: average age is rising in many countries, increasing pressure on employment, pensions, health and human services, while digitally savvy users shape service expectations.
- Finance: public budgets will stay strained, and interventions need stronger, longer-lasting outcomes, delivered faster and more efficiently.
- Ecosystem: platforms, commissioning models and partnerships allow government to act as orchestrator rather than provider.
- Workforce: automated and AI-enabled models will deliver the bulk of services, while face-to-face work becomes more focused on interventions that need human empathy, judgement and innovation.
Making the personal possible: Better by design, Accenture Consulting, January 2017 (Slides)