Deloitte Report: Rethinking Human Services Delivery

WASHINGTON, Sept. 28, 2015 /PRNewswire/ -- A new Deloitte Research report, "Rethinking human services delivery – Using data –driven insights for transformational outcomes," published by Deloitte University Press, explores how human services agencies can leverage new technology and data to transform how human services are delivered to citizens. 

Many human services agencies currently measure success by the timeliness and accuracy of the transactions, rather than their ultimate effect and outcome for the citizen. Additionally, programs tend to evaluate citizens solely in terms of eligibility, rather than identifying and addressing the problems that cause people and families to need additional help. This approach is often duplicative, expensive to operate and therefore often prevents people from receiving the kind of support they need. It also limits the ability of programs to make a true change in the participants' lives.

"Leveraging data analytics coupled with new technologies and focusing on desired outcomes for citizens, human services agencies can realize a cost-effective way to address citizens' needs, program costs and operational pressures — while improving citizen services," said B.J. Walker, director, Deloitte Consulting LLP, in the public sector practice.

The report explores three principles human services agencies should consider adopting if they wish to move from a transactional business model, to one focused on transformational outcomes for citizens. They are:

1. Accelerate the value of self-service through automation. Advances in technology are significantly reducing manual processes and the need to manipulate reams of paperwork. This often allows case workers to focus their time and attention on providing specialized case management for clients, rather than becoming enmeshed in what they need to do to take care of transactional tasks and processes.
2. Redesign programs to serve unique customer segments. Rethinking the design and delivery of programs typically means that human services agencies can better understand the diverse spectrum of needs among individual citizens and families. This can move human services systems from a "one size fits all" approach, to a "one size fits few" way of thinking about customers and what they need. 
3. Transform practice through analytics. Enhanced data collection, coupled with the proliferation of agile and inexpensive technologies is allowing for the increased use of analytics. This shifts the focus of human services from "hindsight" to "foresight," which can offer unprecedented opportunities for efficiencies and cost savings. It can also makes sure that the right solutions get to the right people at the right time.  

Thanks to recent and dynamic advances in technology and analytics, human services agencies now are poised to look beyond the limitations of the transactional activities they need to do to assure timely and accurate services. It also enables agencies to expand their focus to the kind of activities that support transforming the lives of the people they serve.  

About Deloitte Research  
Deloitte Research, a part of Deloitte Services LP, identifies, analyzes, and explains the major issues driving today's business dynamics and shaping tomorrow's global marketplace. From provocative points of view about strategy and organizational change to straight talk about economics, regulation and technology, Deloitte Research delivers innovative, practical insights companies can use to improve their bottom line performance. Operating through a network of dedicated research professionals, senior consulting practitioners of the various member firms of Deloitte Touche Tohmatsu, academics and technology specialists, Deloitte Research exhibits deep industry knowledge, functional understanding, and commitment to thought leadership. In boardrooms and business journals, Deloitte Research is known for bringing new perspective to real-world concerns.

About Deloitte University Press 
Deloitte University Press publishes original articles, reports, and periodicals that provide insights for businesses, the public sector, and NGOs. Our goal is to draw upon research and experience from throughout our professional services organization, and that of coauthors in academia and business, to advance the conversation on a broad spectrum of topics of interest to executives and government leaders.

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