Public Service Operations & Management Delivering Public Service for the Future Using Back-Office...

Public Service Operations & ManagementDelivering Public Service for the Future

Using Back-Office Power to Energize Front-Office Performance and Revolutionize the Delivery of Public Service for the Future

Peter HutchinsonManaging DirectorAccenture

Copyright © 2013 Accenture All rights reserved. 2

Do you know what your strategy is … Do your systems know?

Our systems were built to solve yesterday’s problems …

…Not meet today’s challenges or tomorrow’s opportunities


Unprecedented Challenges

• Legitimacy/ credibility gap

• Aging population that pays less/ expects more

• Killer health care costs

• Threatened standard of living

• Education dragging down the economy

• Permanent fiscal crisis


Challenge #1 The Legitimacy Gap

Source: Harris Interactive, The Harris Poll Current Confidence in Leaders of Institutions (2012), http://www.harrisinteractive.com/NewsRoom/HarrisPolls/tabid/447/ctl/ReadCustom%20Default/mid/1508/ArticleId/1068/Default.aspx


Challenge #2 Aging Population Pays Less Expects More

Source: U.S. Census Bureau, Decennial Census and population projections


Challenge #3 Killer Health Care Costs for Families

Source: U.S. Bureau of Economic Analysis


Challenge #3 Killer Health Care Costs for Governments

Source: U.S. Bureau of Economic Analysis


Challenge #4 Threatened Standard of Living

Source: U.S. Bureau of Economic Analysis, Congressional Budget Office


Challenge #5 Education’s Drag on the Economy

Source: National Assessment of Education Progress—NAEP Scores; National Center for Education Statistics—Real $ spending per pupil


Challenge #6 Permanent Fiscal Crisis

Sources: Census Bureau—State and Local Government Finances; OMB—Federal Outlays; CBO—Long term forecast; BEA—GDP


TaxPeople pay more for what they are already getting

CutPeople pay the same, but get less

BorrowTake from tomorrow to pay for today

Austerity Agenda—Made it Worse


RedesignPeople get more and better service for every dollar

ReinvestPut communities on the path to prosperity

RepayPay down the debt, enhance tomorrow’s prospects

Productivity Agenda


• From standardized to customized/personalized

• From reacting and remediating to anticipating and preventing

• From public management & compliance to public entrepreneurship & performance

Shifts at the Heart of Productivity Agenda


• Core—Purpose

• Consequences—Incentives

• Customer—Accountability

• Control—Power

• Culture

Organizational DNA



Assumption: People cheat/ control them

Assumption: People achieve/ enable them

DNA

DNA of Bureaucracy DNA of Performance Org.

Core Statutes and rules

Consequences Compliance/ Costs

Customer Those we report to

Control Centralized

Culture Mistrust

Core Mission

Consequences Results/ Value

Customer Those we serve

Control Delegated

Culture Trust/empowerment


1. Winning more compliance at lower costs

2. Redeploying power, resources and systems to enable and require performance

Leading from the Back


1. Build support

2. Results based regulation

3. Educate

4. Simplify

5. Accountable compliance service

6. Public information

7. Act based on performance

8. Continuum of consequences

9. Market incentives

Winning Compliance

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Redeploying Back Office Power

Auditors Performance audits/showcase the best; risk based audits

Comptrollers Chart of outcomes to link $ to results

Treasurers Pay for success financing

Budget office Budgeting for results/innovation not costs

HR High performing talent strategies

IT Platforms/systems for change

Admin RFRs not RFPs


Do you know what your strategy is….

Do your systems know?

Leading for the Back AllianceCommunity of Revolutionaries


Change things and make things better

The Leaders Job

The time to lead boldly to deliver public service for the future is now.


Questions

For More Information:Peter [email protected] +1 612 277 5604

mailto:[email protected]

mailto:[email protected]

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