The ongoing evolution in advanced analytics and other emerging technologies is transforming the operational processes in government and public service agencies throughout the world. With the help of these technologies, such organisations are trying to address citizen demands, helping to overcome persistent challenges such as regulatory compliance, outdated legacy IT infrastructures and organisational cultures, according to a new study report from Accenture.
In its latest report titled, Emerging Technologies in Public Service, Accenture surveyed nearly 800 public service technology professionals across nine countries to identify emerging technologies being implemented or piloted. The report analyses the adoption of these technologies across agencies with the most direct interaction with citizens or the greatest responsibility for citizen-facing services: health and social services, policing/justice, revenue, border services, pension/social security and administration.
The technologies include advanced analytics/predictive modelling, the IoT, intelligent process automation, video analytics, biometrics/identity analytics, machine learning, and natural language processing/generation.
The survey found that while more than two-thirds, (70%) of public sector agencies are evaluating the potential of emerging technologies, only a small percentage (25%) is moving beyond the pilot phase to full implementation. This indicates that awareness is not translating into realised value for the majority of agencies surveyed. While most agencies are using traditional business technologies, emerging technologies – such as advanced analytics that include predictive modelling – are making the biggest inroads.
The survey also found that nearly half (48%) of the agencies already implementing advanced analytics technologies that include predictive modelling said their chief objective in implementing these tools is to improve and support their employees’ work, and four-fifths (80%) of respondents said that implementing emerging technologies will improve employees’ job satisfaction.
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