public service operations & management delivering public service for the future using...
TRANSCRIPT
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
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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
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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
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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
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Challenge #2 Aging Population Pays Less Expects More
Source: U.S. Census Bureau, Decennial Census and population projections
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Challenge #3 Killer Health Care Costs for Families
Source: U.S. Bureau of Economic Analysis
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Challenge #3 Killer Health Care Costs for Governments
Source: U.S. Bureau of Economic Analysis
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Challenge #4 Threatened Standard of Living
Source: U.S. Bureau of Economic Analysis, Congressional Budget Office
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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
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Challenge #6 Permanent Fiscal Crisis
Sources: Census Bureau—State and Local Government Finances; OMB—Federal Outlays; CBO—Long term forecast; BEA—GDP
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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
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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
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• 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
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• Core—Purpose
• Consequences—Incentives
• Customer—Accountability
• Control—Power
• Culture
Organizational DNA
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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
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1. Winning more compliance at lower costs
2. Redeploying power, resources and systems to enable and require performance
Leading from the Back
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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
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Do you know what your strategy is….
Do your systems know?
Leading for the Back AllianceCommunity of Revolutionaries
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Change things and make things better
The Leaders Job
The time to lead boldly to deliver public service for the future is now.
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Questions
For More Information:Peter [email protected] +1 612 277 5604