A new report from Accenture's (NYSE: ACN) federal services business has found that most federal executives cite reengineered customer experience and human-machine teaming as key factors to driving innovation.
The Accenture Federal Technology Vision 2020 report states that 78 percent of agency leaders believe that they need to modify CX approaches to keep up with the private sector, while 85 percent cite effective human-machine collaboration as key to accelerating innovation in future initiatives.
According to the report, agencies must adjust to a “post-digital government” and adapt to customer expectations as technologies evolve amid the ongoing pandemic.
Defense and national security organizations also need to transition away from complex business procedures and redefine operations to accommodate artificial intelligence technologies and human-machine interactions, the report states.
Other subjects tackled in the report include obstacles in implementing “smart” technologies, the safe use of robots in public areas and leveraging AI concepts beyond automation to include collaboration.
“The chief take-away here is that we don’t just want more technology in our products and services; we want technology that is more human-centered and that appreciates our personal values and desire for greater control in how we interact digitally with our government,” according to AFS.
The company surveyed over 50 partner experts as well as 200 federal, business and IT heads as part of the study.
Christopher Copeland, chief technology officer of AFS, and Kyle Michl, the company's chief innovation officer, led the creation of the report.