Advanced analytics are being commonly used to measure agency performance, with half of respondents at both pensions/social security and revenue agencies ranking it the top priority (50 percent and 49 percent, respectively). Addressing data privacy and security issues is the most-common use for analytics across several types of agencies, cited by 52 percent of respondents at border services agencies, 46 percent of respondents at revenue organizations, and 39 percent of respondents at pension/social security agencies.Improving service delivery to meet customer expectations was one of the lowest-rated uses for advanced analytics, with only 2 percent of border services agencies, 5 percent of pensions/social security agencies, 6 percent of policing/justice agencies, 7 percent of revenue agencies and 8 percent of administrative functions agencies identifying it as a top priority. Integrated social service agencies, at 15 percent, had the highest percentage of respondents citing "improving service delivery to meet customer expectations" as a top priority for using advanced analytics. But, when the priority is improving citizen satisfaction, officials chose more-emergent technologies such as video analytics, biometrics, machine learning and the Internet of Things, according to survey results. More than three-fourths (78 percent) of respondents report that implementing machine-learning technologies are either underway or completed. Benefits of Emerging Technologies The survey identified a range of benefits that agencies across all sectors are enjoying as a result of implementing advanced analytics and other emerging technologies, with the most-cited expected benefits being establishing a better way of working through automation; innovating and developing new services; and reducing costs. Respondents across all agency sectors identified reducing risk and improving security as top expected benefits when deciding to invest in emerging technologies, with revenue and pension/social security agencies having progressed the furthest with piloting and implementing these technologies. Respondents at revenue, administration, policing/justice and border services agencies listed innovating and developing new services as the second-most expected benefit. Improving efficiency through automation was identified by integrated social services and pension/social security agencies as an additional expected benefit.
"Adoption patterns may differ by sector and geography, but it's clear that public service agencies have an appetite for embracing emerging technologies to help transform the public service experience for citizens and employees," Hemken said. "Government leaders need to focus on [delivering] value and on adopting these emerging technologies while creating the kind of internal conditions that will inspire employees to embrace change."Methodology Accenture conducted an online survey of 774 technology leaders in public service organizations at all levels of government, responsible for creating, maintaining and expanding citizen services, and overseeing budget, purchasing and policy decisions in nine countries: Australia, Finland, France, Germany, Japan, Norway, Singapore, the United Kingdom and the United States. The survey was supplemented by in-depth, qualitative interviews with technology experts across these countries. 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 384,000 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 Accenture Analytics, part of Accenture Digital, delivers insight-driven outcomes at scale to help organizations improve their performance. With deep industry, functional, business process and technical experience, Accenture Analytics develops innovative consulting and outsourcing services for clients to help ensure they receive returns on their analytics investments. For more information follow us @ISpeakAnalytics and visit www.accenture.com/analytics. Join us on LinkedIn / Follow us on Twitter