Accenture Federal Services | October 18, 2021
Accenture Federal Services (AFS) has launched a new report, Futureframe: Human-Centered Design at Societal Scale, which unveils specific steps for federal agencies to deliver improved customer experiences and outcomes.
Futureframe helps agencies define a “future vision” of what an optimal federal customer experience looks like and creates the building blocks to bring those experiences to life. The Futureframe approach links elements of human-centered design, systems design, futurism, and ethnographic research to help agencies implement transformative change and sustainable improvements across complex programs. The report showcases a wide range of use cases and walks through how this framework can be applied to a common use case that crosses many missions and agencies: federal benefits, assistance, and insurance programs.
“The pandemic increased demand for government services while simultaneously raising expectations for federal government customer experience. Additionally, agencies are being tasked with growing calls to ensure equity in meeting citizen needs so all customers have equal access to services,” said the report’s co-author, Elaine Beeman, Senior Managing Director, Civilian Portfolio Lead. “To meet the moment, federal leaders must accelerate the shift to digital to ensure customer experience with the federal government meets, or even exceeds, the experience they have with their favorite brands and serves a diverse customer base, including underserved and hard-to-reach populations.”
The release of the report commemorates the fifth anniversary of the Accenture Federal Studio, which is part of AFS’s growing network of spaces that links commercial innovation with mission experience to help the federal government tackle its most pressing challenges. The Studio serves client mission areas across defense, national security, safety and citizen services, and health.
“Since the Studio opened in 2016, it has become a leading innovation partner helping to create value for customers and employees alike across all sectors of the government. By integrating human-centered design with emerging technologies such as mixed reality, artificial intelligence, machine learning, blockchain, and quantum computing, the Studio helps our clients move ideas confidently from vision, to prototype, to pilot, to impact at-scale.”
Tim Irvine, Managing Director and Lead for Accenture Federal Studio
AFS taps into leading insights, talents, capabilities, and commercial approaches within the Accenture Innovation Network, a global network of research, design, and technology centers that brings disruptive innovation to clients.
Accenture Federal Services is a subsidiary of Accenture (NYSE: ACN).
About Accenture Federal Services
Accenture Federal Services, a wholly owned subsidiary of Accenture LLP, is a U.S. company headquartered in Arlington, Virginia. Accenture’s federal business serves every cabinet-level department and 30 of the largest federal organizations. Accenture Federal Services transforms bold ideas into breakthrough outcomes for clients at defense, intelligence, public safety, civilian and military health organizations.
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 Advanced Technology and Intelligent Operations centers. Our 624,000 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.
GovPilot | January 21, 2022
A transition from paper to digital processes is underway in Rockport, Maine where local officials have sought greater efficiency in municipal operations and constituent services. The town recently partnered with GovPilot, a New Jersey based provider of cloud-based government management software.
Officials from Rockport are working with GovPilot to implement a number of digital services that aim to make operations more efficient and services more convenient for constituents. This new software from GovPilot will make it easier for citizens when they need to apply for building permits, work with the Planning and Codes office, Planning Board, Zoning Board of appeals, and when inspections are needed to be performed. The Planning Office will also receive notifications through this software about reported non-emergency concerns.
The town will deploy GovPilot's Report-a-Concern feature which enables residents to report non-emergency concerns such as potholes or general code violations directly via a digital form on the city website, or through an app on their phone, called GovAlert. The app is easy to use, and routes citizen concerns directly to the relevant municipal department so that the issue can be reviewed and resolved in an efficient manner.
Planning and Development Director, Orion Thomas said, "I encourage residents to download the GovAlert app on their phones and help us improve Rockport by reporting issues that they come across so we can address them quickly. We are excited to partner with GovPilot to provide residents first-class digital government services."
Thomas added, Digital services are essential to cost effective, transparent public safety and services. Our goal is to be a modern, responsive local government for our constituents, businesses, and visitors."
"We are excited to work with Rockport on its early stages of digital transformation. Federal funding from the American Rescue Plan Act has spurred local governments to implement digital services and operations. In partnering with local governments across the country we have found that digital processes generate significant increases in efficiency and productivity that have a positive impact on local budgets, services, and constituent experience. We expect to see similar results in Rockport."
Michael Bonner, the founder and CEO of GovPilot
GovPilot - named a GovTech 100 company for five consecutive years - is the leader in digital transformation for local governments. GovPilot's cloud-based platform was built with the sole purpose of enabling local governments to operate at their full potential by standardizing, digitizing, and unifying more than 100 operational and constituent service processes on one system.
Ipro Tech | October 28, 2020
Ipro Tech and ARMA International announced today the results of its inaugural IG Maturity Index survey, seeking to gain evidence-based, quantifiable knowledge of how the information governance profession is advancing and how investments being made in IG policies, processes, and people are impacting organizations in terms of productivity and risk reduction. The result of the survey and accompanying research will be published annually, focusing on the critical areas for IG professionals to work on as they implement and improve their governance programs.