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![9Copyright © 2017 Accenture. All rights reserved.
A FOCUS ON VALUE
Assistant Commissioner,
Digital Program Delivery
Australian Tax Office
[Emerging technologies] are going to tackle the higher-volume,
lower-complexity workloads that our human resources currently
need to be applied to. What you’ll have is a human resource
pool that’s being applied to the higher-value, higher-complexity
interactions, whatever channel they come in from.”
The capabilities of the workforce therefore need to change.
The workforce needs to become much more inquiry-based,
with an inquiry-based questioning capability and an ability
to create linkages. Those aspects become far more important
in the service delivery context.”](https://image.slidesharecdn.com/backofficetransformation-170403012752/85/Back-Office-Transformation-9-320.jpg)
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Back Office Transformation
The document discusses how government back-office functions are currently under pressure due to budgetary constraints, focusing on transactional and compliance tasks rather than their true mission of enhancing service delivery and talent management. It presents transformational strategies, including automation and analytics, as means to improve efficiency and refocus on value-added activities. Notably, examples from various organizations demonstrate successful implementations of these strategies, highlighting potential productivity gains and performance enhancements.
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Back Office Transformation
- 2. Copyright © 2017Accenture. All rights reserved. FOREWORD Mark Howard Global Public Administration Lead Please advance to next slide to launch video 2
- 3. Copyright © 2017Accenture. All rights reserved.Copyright © 2017 Accenture. All rights reserved. 3 BUSY IN THE BACK Budgetary constraints and other external factors have forced government back-office functions to focus limited resources on transactional and compliance obligations. In most back offices, workload has looked too much like this: Value-Add Mandatory
- 4. Copyright © 2017Accenture. All rights reserved.Copyright © 2017 Accenture. All rights reserved. 4 BACK TO THE MISSION The real mission of government back-office functions isn’t processing transactions or addressing compliance. It’s: Finding, nurturing and retaining top-tier talent Seeking out, developing and managing relationships to continuously improve service delivery Creating and improving innovative funding mechanisms while enhancing compliance and transparency HOW CAN BACK-OFFICE FUNCTIONS SHIFT FOCUS AND INNOVATE TO SHAPE BETTER RESULTS?
- 5. Copyright © 2017Accenture. All rights reserved.Copyright © 2017 Accenture. All rights reserved. 5 GO WITH WHAT’S PROVEN TODAY TOMORROW Governments around the world are exploring & embracing these transformational strategies TRANSFORMATIONAL STRATEGIES Analytics Digital and other forms of automation Best practices adoption Business process reengineering Shared services operating model Self service Risk-based controls Voluntary compliance Value-AddMandatory Value-AddMandatory There are proven transformational strategies to help offload processing work—and renew focus on the true mission
- 6. Copyright © 2017Accenture. All rights reserved. NATURAL LANGUAGE PROCESSING How can natural language processing help automate sorting and review of public comments—a highly labor- intensive process? 6 INNOVATION IN ACTION US DEPARTMENT OF HEALTH AND HUMAN SERVICES The pilot identified the first method as the most effective— and demonstrated potential to A pilot program explored two automated methods for sorting comments: SAVE AN ESTIMATED 300,000 EMPLOYEE HOURS ON FUTURE REVIEWS User trains the software “brain” with related sample documents Auto-categorization functions creates the categories without user input 1 2
- 7. 7Copyright © 2017Accenture. All rights reserved. INVESTING FOR TRANSFORMATION Key Account Manager Skatteetaten, Norway It’s much more motivating and interesting for our employees to work in new and efficient ways instead of doing everything paper-based.” On the whole, our employees embrace these new ideas and concepts. They see that the outside world is changing, supplying more and better digital services, and expect that we also move in that direction.” Our empIoyees are dedicated to their work, but that doesn’t mean they want to do the same things over and over again for 20 years. They need and want to develop.”
- 8. Copyright © 2017Accenture. All rights reserved. 8 INNOVATION INSPIRATION: TELEFÓNICA S.A. INTELLIGENT PROCESS AUTOMATION Much can be learnt from the private sector. Telecom giant Telefónica S.A. has deployed 160+ “robots” that process 400,000 to 500,000 transactions each month. Among the results: Turnaround times reduced from days to mere minutes 80+% reduction in customer “chase up” calls Incredible workforce scalability—doubling the robotic workforce almost instantly to support new product launches and scaling back after the surge Projected three-year ROI: 650% to 850%
- 9. 9Copyright © 2017Accenture. All rights reserved. A FOCUS ON VALUE Assistant Commissioner, Digital Program Delivery Australian Tax Office [Emerging technologies] are going to tackle the higher-volume, lower-complexity workloads that our human resources currently need to be applied to. What you’ll have is a human resource pool that’s being applied to the higher-value, higher-complexity interactions, whatever channel they come in from.” The capabilities of the workforce therefore need to change. The workforce needs to become much more inquiry-based, with an inquiry-based questioning capability and an ability to create linkages. Those aspects become far more important in the service delivery context.”
- 10. Copyright © 2017Accenture. All rights reserved. 10 ACCENTURE’S OWN EXPERIENCE AUTOMATION AND ROBOTICS Accenture Operations is moving our bar too— significantly changing our operations business and talent mix through automation and robotics. 5% 30%35% 30% 60% 40% FY14 FY 17-18 Business Advisors • Focus on Business outcomes • Accelerates Analytics Services • Expand footprint in Marketing Ops, FP&A, RTR, Network Process Specialist • Enhance footprint Talent, OTC and Health Process Delivery • Digitalization • Self Service Robotic Factory • Global Productivity Hub • MiniBots ROBOTICS IMPACT ON OUR OPERATIONS TALENT MIX Achieving productivity of 17,000+ FTEs through automation
- 11. 11Copyright © 2017Accenture. All rights reserved. INVESTING FOR TRANSFORMATION Former Head of Business Design UK Department for Work and Pensions (DWP) We’d like the operation to work in quite a different way—being able to spend more of their time doing the high-value work. That’s the answer that touches the biggest section of our population, but in addition, there are smaller bits of the business, like data scientists, where we need to be investing much more heavily.”
- 12. Copyright © 2017Accenture. All rights reserved.Copyright © 2017 Accenture. All rights reserved. 12 BRING THE BACK OFFICE TO THE FOREFRONT and accelerate performance —with the Accenture Government Business Transformation Toolkit A proven process that helps you to: • Develop organizational consensus on the focus and direction of your specific transformation journey • Identify opportunities to use the latest digital innovations—informed by leading practices • Become a Center of Innovation
- 13. Copyright © 2017Accenture. All rights reserved. CONCLUSION Mark Howard Global Public Administration Lead Please advance to next slide to launch video 13
- 14. Copyright © 2017Accenture. All rights reserved. 14 MARK HOWARD Global Public Administration Lead mark.h.howard@accenture.com @markhoward_CO https://www.linkedin.com/in/markhowardco FIND OUT MORE.
- 15. Copyright © 2017Accenture. All rights reserved. 15 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 more than 384,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. Copyright © 2017 Accenture All rights reserved. Accenture, its logo, and High Performance Delivered are trademarks of Accenture. This document makes descriptive reference to trademarks that may be owned by others. The use of such trademarks herein is not an assertion of ownership of such trademarks by Accenture and is not intended to represent or imply the existence of an association between Accenture and the lawful owners of such trademarks. This document is produced by Accenture as general information on the subject. It is not intended to provide advice on your specific circumstances.
Editor's Notes
- #3 If you use the phrase “back-office transformation,” people will probably assume you’re talking about increasing the speed, efficiency and productivity of transaction processing or compliance activities. If you describe the government back office as a “center of innovation,” they might question your grip on reality. Yet in the digital world, government’s back office has not only an opportunity but an imperative to become just that. Becoming a center of innovation requires the back office to do more, at quality and speed, with less—but it also requires a renewed focus on its true mission and purpose.
- #14 If you use the phrase “back-office transformation,” people will probably assume you’re talking about increasing the speed, efficiency and productivity of transaction processing or compliance activities. If you describe the government back office as a “center of innovation,” they might question your grip on reality. Yet in the digital world, government’s back office has not only an opportunity but an imperative to become just that. Becoming a center of innovation requires the back office to do more, at quality and speed, with less—but it also requires a renewed focus on its true mission and purpose.