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Public Service Operations & Management Delivering Public Service for the Future Using Back-Office Power to Energize Front-Office Performance and Revolutionize.

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Presentation on theme: "Public Service Operations & Management Delivering Public Service for the Future Using Back-Office Power to Energize Front-Office Performance and Revolutionize."— Presentation transcript:

1 Public Service Operations & Management Delivering 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 Hutchinson Managing Director Accenture

2 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

3 Copyright © 2013 Accenture All rights reserved. 3 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

4 Copyright © 2013 Accenture All rights reserved. 4 Challenge #1 The Legitimacy Gap Source: Harris Interactive, The Harris Poll Current Confidence in Leaders of Institutions (2012),

5 Copyright © 2013 Accenture All rights reserved. 5 Challenge #2 Aging Population Pays Less Expects More Source: U.S. Census Bureau, Decennial Census and population projections

6 Copyright © 2013 Accenture All rights reserved. 6 Challenge #3 Killer Health Care Costs for Families Source: U.S. Bureau of Economic Analysis

7 Copyright © 2013 Accenture All rights reserved. 7 Challenge #3 Killer Health Care Costs for Governments Source: U.S. Bureau of Economic Analysis

8 Copyright © 2013 Accenture All rights reserved. 8 Challenge #4 Threatened Standard of Living Source: U.S. Bureau of Economic Analysis, Congressional Budget Office

9 Copyright © 2013 Accenture All rights reserved. 9 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

10 Copyright © 2013 Accenture All rights reserved. 10 Challenge #6 Permanent Fiscal Crisis Sources: Census Bureau—State and Local Government Finances; OMB—Federal Outlays; CBO—Long term forecast; BEA—GDP

11 Copyright © 2013 Accenture All rights reserved. 11 Tax People pay more for what they are already getting Cut People pay the same, but get less Borrow Take from tomorrow to pay for today Austerity Agenda—Made it Worse

12 Copyright © 2013 Accenture All rights reserved. 12 Redesign People get more and better service for every dollar Reinvest Put communities on the path to prosperity Repay Pay down the debt, enhance tomorrow’s prospects Productivity Agenda

13 Copyright © 2013 Accenture All rights reserved. 13 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

14 Copyright © 2013 Accenture All rights reserved. 14 Core—Purpose Consequences— Incentives Customer— Accountability Control—Power Culture Organizational DNA Copyright © 2013 Accenture All rights reserved. 14

15 Copyright © 2013 Accenture All rights reserved. 15 Assumption: People cheat/ control them Assumption: People achieve/ enable them DNA DNA of Bureaucracy DNA of Performance Org. CoreStatutes and rules ConsequencesCompliance/ Costs CustomerThose we report to ControlCentralized CultureMistrust CoreMission ConsequencesResults/ Value CustomerThose we serve ControlDelegated CultureTrust/empowerment

16 Copyright © 2013 Accenture All rights reserved Winning more compliance at lower costs 2. Redeploying power, resources and systems to enable and require performance Leading from the Back

17 Copyright © 2013 Accenture All rights reserved 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 17

18 Copyright © 2013 Accenture All rights reserved. 18 Redeploying Back Office Power AuditorsPerformance audits/showcase the best; risk based audits ComptrollersChart of outcomes to link $ to results TreasurersPay for success financing Budget officeBudgeting for results/innovation not costs HRHigh performing talent strategies ITPlatforms/systems for change AdminRFRs not RFPs

19 Copyright © 2013 Accenture All rights reserved. 19 Do you know what your strategy is…. Do your systems know? Leading for the Back Alliance Community of Revolutionaries

20 Copyright © 2013 Accenture All rights reserved. 20 Change things and make things better The Leaders Job The time to lead boldly to deliver public service for the future is now.

21 Copyright © 2013 Accenture All rights reserved. 21 Questions For More Information: Peter Hutchinson


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