Human Services as a Platform: Three Keys to Success in Platform Driven Digital Transformation
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The document discusses the concept of 'Human Services as a Platform' (HSAAP), emphasizing its potential to transform how human services organizations operate by enabling integration, coordination, and collaboration across public and private sectors. It outlines four platform models—whole-of-gov, peer, ecosystem, and crowdsourcing—each facilitating improved service delivery and innovation. The document identifies three key success factors for accelerating platform adoption: open innovation, service convergence, and digital inclusion, aimed at empowering individuals and enhancing overall service effectiveness.
Human Services as a Platform: Three Keys to Success in Platform Driven Digital Transformation
- 1. AREYOU EMPOWERING PEOPLETO SUCCEED? Powering digital transformation with human services as a platform
- 2. “HUMAN SERVICES AS A PLATFORM IS AN OPPORTUNITY FOR LEADERS TO RETHINK AND REINVENT HOW HUMAN SERVICES ORGANISATIONS OPERATE” Gaurav Gurjal, Managing Director Social Services, Accenture
- 3. 3 Powering the Era of Empowerment with Human Services as a Platform (HSaaP) • HSaaP is about orchestrating and facilitating service design and delivery with the aim of improving outcomes for people. • HSaaP enables the integration, coordination and collaboration of service delivery within an ecosystem of public and private partners across a common framework of APIs. • HSaaP creates common digital and data foundations that support innovative new service models and a 360-degree view of peoples’ needs and situations. • HSaaP creates a new governance model to safeguard data, provide equity of access and improve transparency. • HSaaP allows agencies to be more empathetic and responsive than ever to the ‘moments that matter’ for individuals. Copyright 2018 Accenture. All rights reserved. HOW CAN HUMAN SERVICES Supercharge Digital Transformation and Service Delivery?
- 4. FROM ISOLATION TO EMPOWERMENT 4 While several agencies have established internal platforms they often isolate or limit collaboration with external stakeholders. For example, a platform that only allows employment service providers to interact with agencies around skills assessments and job placements may isolate other key stakeholders. However, the transformative power of HSaaP comes from deeper and broader applications, involving four key platform methodologies… Copyright 2017 Accenture. All rights reserved.Copyright 2018 Accenture. All rights reserved.
- 5. FULL-SCALE PLATFORM THINKING Four platform models 5 1. WHOLE-OF-GOV PLATFORM Service integration that presents separate government agencies as one seamless service provider. These platforms are often enabled with a personal/unique login and provide a central point of access to cross-government information and services. Suitability: large-scale public services that need to become more customer-centric and easier for people and businesses to use. Copyright 2018 Accenture. All rights reserved.
- 6. 6 2. PEER PLATFORM A service-centric, vertically-integrated platform established by two or more government entities. Peer platforms reduce duplication and wasted resources, while facilitating more extensive data sharing and bolder initiatives. Suitability: two or more government agencies with similar internal needs or external services. FULL-SCALE PLATFORM THINKING Four platform models Copyright 2018 Accenture. All rights reserved.
- 7. 7 3. ECOSYSTEM PLATFORM An open and outcome-focused platform where public services collaborate (or offer services jointly) with non-government organisations. The government agency is the orchestrator or hub for many collaborators. Suitability: Complex issues that need multiple providers (e.g., youth unemployment and training). FULL-SCALE PLATFORM THINKING Four platform models Copyright 2018 Accenture. All rights reserved.
- 8. 8 4. CROWDSOURCING PLATFORM Innovation-focused approach where governments openly collaborate with people, businesses and other external organisations. The government agency is the orchestrator, but participant roles are less defined. Suitability: Key problems and new policy issues that demand innovation. FULL-SCALE PLATFORM THINKING Four platform models Copyright 2018 Accenture. All rights reserved.
- 9. HOW CAN AGENCIES ACCELERATE PLATFORM ADOPTION? THREE FACTORS ARE KEY TO SUCCESS… 9 OPEN INNOVATION SERVICE CONVERGENCE DIGITAL INCLUSION Copyright 2018 Accenture. All rights reserved.
- 10. 10 Human Services need to shift from today’s narrow and isolated collaborations to an open innovation paradigm. This allows agencies unprecedented access to diverse skills, fresh ideas and new technologies. Data is key to enabling open innovation, helping to incentivise new digital stakeholders, and enabling them innovate. SUCCESS FACTOR 01 OPEN INNOVATION Copyright 2018 Accenture. All rights reserved. Move from narrow collaboration to an open innovation paradigm TARGET IMPACT: Open innovation and collaboration could help in two key ways: 1) Private companies and developers can create new services (e.g. using analytics, gaming, simulation, IoT, etc.) 2) People can contribute to innovation efforts, helping to drive more user-centric services
- 11. 11 France’s collaborative innovation The French public employment service opens its partner network to new stakeholders, and fosters platform approaches for innovative service delivery: • An open portal for applications and data was launched in July 2015, called “L’Emploi Store”, which now has about 300 offerings from 180 partners of the public, private and non-profit sectors • An internal innovation centre called Le Lab extends the co-creation activities by designing new digital services through sessions and hackathons gathering job seekers, employers, counsellors and start-ups. SUCCESS FACTOR 01 OPEN INNOVATION Copyright 2018 Accenture. All rights reserved.
- 12. 12 Fast-track open data and APIs Accelerate open-data initiatives, starting with the human service ecosystem (education, employment, Human Services, health), build more-granular customer intelligence and develop an API framework. Launch a digital innovation hub Set up an Innovation Management capability (either in-house or as a hybrid structure) to support trend and technology awareness, ecosystem management, hackathons, labs, incubators and accelerators. Orchestrate fairness and equity Constantly screen for new partners and new areas for innovation, fostering an open network for innovation and collaboration. Ensure that all people have access to new services and are treated fairly. OPEN INNOVATION SUCCESS FACTOR 01 RECOMMENDATIONS Develop a digital service marketplace Create a digital market platform, designed around a human-centric and life-stage framework, that brings in new stakeholders (private companies, NGOs, municipalities, start-ups) to create insight-driven and innovative services. Copyright 2018 Accenture. All rights reserved.
- 13. 13 A lifecycle-focussed, people-centric approach demands unified public services and blurred agency boundaries. This allows for unified support, as well as implementation of more sophisticated, public policy. For instance, Public Health, Employment and Human Services agencies can together drive pre- emptive interventions to simultaneously tackle the key determinants of negative outcomes across health, work and social spheres. SUCCESS FACTOR 02 SERVICE CONVERGENCE Copyright 2018 Accenture. All rights reserved. Centring services on the individual TARGET IMPACT: Service convergence could help to… 1) Drive a shift from reactive to insight-driven, preventive citizen services 2) Lower the cost of complex support needs by closing service gaps 3) Increase the quality of service, citizen trust and satisfaction
- 14. 14 The Apotti Programme is improving the effectiveness and service quality for both social and health services of 1.5m people in Finland’s capital region. • The goal is a new data-driven and evidence-based service delivery model in which the various health and Human Services organisations are closely coordinated and have access to integrated information. • Apotti is expected to pay itself back within 7 years through improved operational quality, patient safety and decreased maintenance and development costs. SUCCESS FACTOR 02 SERVICE CONVERGENCE Finland’s platform efficiencies Copyright 2018 Accenture. All rights reserved.
- 15. 15 Circumstance-driven service models Transition to a personalised, citizen-centric and proactive model, with services designed around life-events, supported by a 360-degree data profile for each user. Aim for multi-speed IT Adopting a multi-speed IT approach will support realistic strategies, maintain progress and allow progressive migration of legacy systems from multiple agencies to cloud- based platforms. Explore new technologies to build more proactive and coordinated services New technologies, particularly artificial intelligence, will be key to exploiting more unified data. This can be used to drive more preventative, cross-agency interventions from a common platform. Develop a future service blueprint Increasing service convergence demands an integrated data strategy and a future service model, where all agencies have a clear picture of the ultimate goals, e.g. seamless, omni-channel user experiences. Copyright 2018 Accenture. All rights reserved. SERVICE CONVERGENCE SUCCESS FACTOR 02 RECOMMENDATIONS
- 16. 16 SUCCESS FACTOR 03 DIGITAL INCLUSION Too many people are still excluded from digital services due to weak digital skills. Full-scale HSaaP should tackle digital skills deficits, including: • Boost digital skills and capabilities by improving access, training and confidence • Address future demand for digital skills by supporting lifelong learning • Drive collaborations with businesses, NGOs and education providers to address the skills gap TARGET IMPACT: Closing this “digital gap” could help to… 1) enhance citizen engagement and self-service 2) reduce dependency on Human Services 3) increase economic activity online 4) improve employment prospects for some people Copyright 2018 Accenture. All rights reserved. Human services need to build foundational digital skills in society
- 17. 17 UK’s Partnerships for Digital Skills The UK government has intensified its lead in the area of digital skills with its 2017 Digital Strategy, outlining the Digital Skills Partnership. This initiative brings together government, businesses, and the voluntary sector to provide digital skills training for children and adults. • In addition, the Council for Digital Inclusion brings senior leaders from the private sector together with government to deliver initiatives that help people go online with confidence. SUCCESS FACTOR 03 DIGITAL INCLUSION Copyright 2018 Accenture. All rights reserved.
- 18. 18 Promote lifelong learning Ensure that people at different stages of their life and especially adults have the options and access to digital re-skilling / up-skilling supported by publicly funded schemes (e.g. personal learning accounts). Tackle the drivers of exclusion Develop programs to tackle issues around digital access, training and motivation for the most excluded groups (e.g. elderly, people with disabilities), and create support networks to improve their digital literacy. DIGITAL INCLUSION Create digital talent pipelines Proactively work with businesses, NGOs and education providers to gauge future demand for digital skills, and formally include them in creating digital partnerships, updating curricula and offering apprenticeships. Mandate digital skills in early education Ensure that future generations have the digital skills and mindset to succeed in a digital society, mandating computing in the early years curriculum, launching Code Clubs and academies. SUCCESS FACTOR 03 RECOMMENDATIONS Copyright 2018 Accenture. All rights reserved.
- 19. EMPOWERMENT THROUGH THE POWER OF PLATFORMS 19 Developing the three success factors above will help Human Services agencies accelerate towards a mature HSaaP model. In the process they will achieve several major digital transformation objectives, including: Data currency Data becomes the foundation of public-private collaboration around service delivery, economic and social development and innovation Scale multiplication Agencies scale imp act without investment as organisations tap others skills, ideas and distribution networks – no ownership required Common services Common services, technology architecture and governance create efficiencies that streamline user experiences for one door services Network effects Consumers and producers collaborate in a virtual “marketplace”, creating value for each other, which means better outcomes for people and society Copyright 2018 Accenture. All rights reserved. TO LEARN ABOUT HOW HUMAN SERVICE AGENCIES CAN MAKE THE PERSONAL POSSIBLE CLICK HERE.
- 20. 20Copyright 2018 Accenture. All rights reserved. THANK YOU. CONTACTS Gaurav Gujral Global Industry Consulting Lead, Accenture Social Services [email protected] 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 442,000 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. Rainer Binder Managing Director, Employment and Social Services Lead, Global [email protected]