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Beyond Expectations: What Do People Really Want From Human Services in the Digital Era?

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We asked more than 6,000 people from around the world what they expect from the digital transformation taking hold in human services. Here are the top 5 things they want and expect.

Publicada em: Tecnologia
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Beyond Expectations: What Do People Really Want From Human Services in the Digital Era?

  1. 1. 1 BEYOND EXPECTATIONSWhat do people really want from Human Services inthe Digital Era?
  2. 2. 2 RESULTSFROM THE 2018 ACCENTUREPUBLIC SERVICES GLOBAL CITIZENSURVEY We asked more than 6,000people from around theworld what they think and feel about the digital transformation taking hold in humanservices. HEREARETHE TOP5THINGS THEYWANT ANDEXPECT:
  3. 3. 3 DIGITAL ENGAGEMENT consider poor digital engagementand paper-driven processes as pain pointsin dealing with Human Serviceagencies show frustration with lengthyeligibility decisions and having tore-enter personal information multipletimes %40-50 %>60 66% 50% 46% 61% 12% 62% 48% 46% 68% 11% 62% 43% 39% 61% 13% 70% 59% 49% 72% 61% 62% 46% 57% 57% 43% 42% 70% 12% 63% 51% 45% 65% 10% Requiring citizens to enter the samepersonal information multiple times (lack of coordination among agencies) Poor digital engagement (inadequate mobile apps, poor website design) Length of time it takes for eligibility decisions to be made None of theabove Paper-driven process GERMANY 5% 8% SINGAPORE FRANCEGLOBAL US AUSTRALIA UK Percentage on all slides are based on the following counts: All citizens surveyed (n=6,098), Australia (n=1,011), France (n=1,008), Germany (n=1,006), Singapore (n=1,015), United Kingdom (n=1,016), United States (n=1,042).
  4. 4. 4 of people served believe Human Services agencies should utilize advanced analytics to deliver more customized and relevant services PERSONALIZED SERVICES OVERALL 72%ofUScitizens,ages35-44,wantmorepersonalizedservices 56% 58% 52% 53% 66% 58% 49% GLOBALLY US AUSTRALIA UK SINGAPORE FRANCE GERMANY %54 Percentage on all slides are based on the following counts: All citizens surveyed (n=6,098), Australia (n=1,011), France (n=1,008), Germany (n=1,006), Singapore (n=1,015), United Kingdom (n=1,016), United States (n=1,042).
  5. 5. 5 INNOVATION % of people globally want Human Services agencies to be more innovative with technology, particularly to match their digital experiences with online banking, social media or ride-sharing apps. OVERALL 54% GLOBALLY 58% 50% US AUSTRALIA 50% 64% UK SINGAPORE 55% FRANCE 49% GERMANY 54 Percentage on all slides are based on the following counts: All citizens surveyed (n=6,098), Australia (n=1,011), France (n=1,008), Germany (n=1,006), Singapore (n=1,015), United Kingdom (n=1,016), United States (n=1,042).
  6. 6. 6 ARTIFICIAL INTELLIGENCE of people support the use of AI to improve Human Service delivery, specifically to: 55% 58% 52% Enable caseworkers and other service providers to uncover risks and better identify service needs forpeople Apply for services and benefitsfaster Decrease the length of time it takes for eligibility decisions to be made %>50 Percentage on all slides are based on the following counts: All citizens surveyed (n=6,098), Australia (n=1,011), France (n=1,008), Germany (n=1,006), Singapore (n=1,015), United Kingdom (n=1,016), United States (n=1,042).
  7. 7. 7 Percentages are based on a 5-point scale where 1=Strongly Disagree, 2=Disagree, 3=Neutral, 4=Agree, and 5=Strongly Agree. PUBLICTRUST of people trust Human Service agencies to keep their personal data secure Disagree/Strongly Disagree Neutral Agree/Strongly Agree N/A 17% 26% 56% 22% 25% 51% 1% 2% 21% 29% 48% 2% 20% 29% 49% 2% 7% 28% 65% 0% 18% 22% 60% 0% 14% 23% 61% 2% >1/2
  8. 8. 8 TOLEARN MOREFROM OUREXPERTS, CONNECT, FOLLOWOR CONTACT MOLLY TIERNEY Child Welfare Industry Strategy Lead, North America Public Sector PHIL POLEY Managing Director, North America Public Sector, Health Industry Lead VALERIE ARMBRUST Managing Director, North America Child Services GAURAV DIWAN Managing Director, North America Health and Human Services
  9. 9. 9 ABOUT ACCENTURE ABOUTTHE RESEARCH Study results are based on a sample of more than 6,000 citizens aged 18 or older who completed an online survey in May 2018, with the sample by country as follows: United States n=1,042 Singapore n=1,015 Australia n=1,011 France n=1,008 United Kingdom n=1,016 Germany n=1,006 Results for the overall sample in this report are statistically significant with a confidence level of 95% and a margin of error of +/-1.6%.Results for each country are statistically significant with a confidence level of 95% and a margin of error of +/-3.1%. 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 more than 477,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. Learn more at accenture.com/outcomes Copyright © 2019 Accenture. All rights reserved. Accenture and its logo are trademarks of Accenture.

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