Over the next few blogs, I’m going to be recapping the very informative public sector sessions that were held at PegaWORLD 2014, starting with an incredible session led by Accenture Federal Services (AFS) on transforming government by driving towards a case-centric approach. By driving towards a case-centric approach, government agencies can move away from the traditional siloed-approaches in order to deliver their desired outcomes – highly effective and efficient government services. Case management is the foundation for digital government, supported by pillars of public engagement, customer service, agency collaboration, and employee collaboration.
Accenture’s well-attended panel explained how a case-centric approach connects people, process and multiple content systems in order to complete work under the umbrella of a case. Using a case-centric approach improves outcomes for both government customers as well as the government organization itself. Customers can gain an increased awareness of services available to them, using digital means for easy access to those services – resulting in a higher quality of service. Government agencies can capture a holistic view of the citizen to offer enhanced insight into the programs or services the citizen could benefit from. This improved service comes with the ability to optimize government workforce and have increased transparency of information.
During the session, AFS unveiled its new video on the future of digital government, which depicts a man dealing with the loss of his job and how through one initial interaction with government, all of the services he needed to get back on his feet were available to him. AFS will soon publish this video for all to view – and rest assured, I will share it via Twitter (@clear197) and LinkedIn! In a session comprising primarily government attendees, over 75% agreed that the video represented a legitimate vision for the future of government services for citizens, and that the vision was indeed achievable.
In the Accenture Digital Government Pathways to Delivering Public Services for the Future report, published in January, government agencies from ten different countries were ranked on their digital maturity across several areas. The United States scored well in terms of service maturity, but not in terms of engagement with citizens. Citizens are demanding more personalized services and interactions to more quickly complete transactions or meet their needs. A majority of 1,400 respondents to an Accenture Digital Pulse Survey stated that they would use digital services if offered by the government, would welcome proactive digital communication from the government, and are comfortable with accessing services via mobile devices.
The key takeaways from this informative AFS session were:
- Government should adopt a case-centric approach to tie together people, process and content.
- Case management enables digital government.
- Pega provides case management capabilities to transform government services.
Today, the lines are blurred between CRM, BPM and ECM. Case management is the approach that brings together these three capabilities, which are traditionally solid. During another audience poll, over 90% of the government organizations represented believed that they had case-centric business needs. Pega is the technology that enables digital government transformation using a case-centric approach. In one unified platform, government agencies are able to take advantage of business rules management, business process management, customer relationship management, and enterprise content management. Pega combines these powerful features in a model-driven environment, which means that business and IT work together to define the model, and the application is automatically generated from the model. No coding is required, and only one model is needed for all channels the application needs to take advantage of.
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