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Invest smarter, finish faster, deliver more—now
2 | Leading in the New
EVERYTHING IS CHANGING— FASTEROur hyper-connected world is changing faster—accelerating the volume and velocity of information, connections, and threats. This tectonic shift demands equally dramatic action by federal agencies wrestling with sprawling legacy investments, evolving cyber threats, and growing citizen expectations.
You must lead change so that our government can continue to compete globally, secure our nation, and serve our citizens. Digital is fueling the next wave of change in government—fundamentally changing for agencies what they do, how they run their business, and how they serve their customers.
MODERNIZE FOR MISSION Recast IT investment to leverage advanced industry perspectives on design, delivery, and innovation and incorporate artificial intelligence (AI), machine learning, and automation to lock in long-term cost savings and increased mission efficiency.
DELIVER TAXPAYER VALUE Focus on customer needs and apply leading practices from the private sector to deliver what citizens expect and deliver accountability and trust.
OUTSMART CYBER THREATS Take swift, assertive action to address escalating cyber risks and make America’s digital assets and infrastructure among the safest in the world.
Digital gives agencies a cost-effective lever to make real change on a massive scale. It frees agencies from the physical foundations of government infrastructure, connects devices and places seamlessly and securely, and closes the gap between customer expectations and satisfaction.
To do that, you will need to manage a portfolio of investments, shift resources from legacy to “new,” bring in and keep top talent, and deliver value fast.
This guide sets the stage so you and your federal CXO colleagues can set a digital agenda and prioritize decisions to propel your mission, customers, and the country to what’s next.
3 | Leading in the New
OUTSMART CYBER THREATSAll data and infrastructure assets are under relentless attack. Existing capabilities have been insufficient in protecting national data and assets to date. It’s time to invest smarter on cyber security. Smart cyber requires a significant shift in the current focus on the passive perimeter to active defense. Investments that enable situational awareness, early detection, and rapid response should be the highest priorities.
KNOW YOUR TERRAIN• Understand your state of play—assess or
reassess your current state of security affairs.
• Define your agency’s cyber environment and areas of risk (including infrastructure, workforce, customers, and supply chain).
• Shift your posture from passive to active—assume that you are compromised and deploy advanced capabilities like active hunt to target advanced adversaries.
THERE IS NO “BIG BANG” SOLUTION• Security is a deliberate process that has
to be addressed one app at a time—tackling the legacy challenge requires new, automated approaches.
• Start with new investments and integrate secure DevOps processes to deliver lower-risk mission capabilities and achieve transformation goals.
• Triage legacy assets to find the highest areas of risk (high-value assets and crown jewels), and focus on the data—the chewy center—rather than simply hardening the perimeter.
IDENTITY OF EVERYTHING • Identity is no longer just a people
problem. Now, with the Internet of Things—networks, apps, systems—all have identities that must be managed.
• Identity and access management must evolve to capture the explosion of unique identities and clearly define access to valuable data.
• Invest in training and advanced behavioral analytics to reinforce, assess, and strengthen security culture.
CASE IN POINTDepartment of Veterans Affairs | Protecting Veterans' data
The Department of Veterans Affairs (VA) has the largest consolidated health system in the United States, and relies heavily on the security and availability of its IT systems to support hundreds of critical data transactions each day. The Continuous Readiness in Information Security Program (CRISP) Remediation Services Support (RSS) is the VA’s enterprise initiative to continuously address information security vulnerabilities. Through ongoing IT performance monitoring, risk reporting, and by implementing sound security policies and procedures, CRISP RSS helps protect Veterans’ personal data and other vital information.
4 | Leading in the New
MODERNIZE FOR MISSION Modernization is more than just a change in spending—it requires intentional effort to avoid building the next legacy systems. Successful efforts focus on the mission impact—recognizing technology’s role as an enabler. This is the opportunity to refocus organization investments and leverage advances in Agile development and deployment through the cloud to drive bigger cost efficiencies and performance improvements, moving your team from maintenance to mission.
RETHINK DESIGN AND DEVELOPMENT • All modernization efforts should start by
questioning legacy processes: rethinking design for people and the diversity of their experiences to solve for today’s real business and mission challenges.
• Deploy Agile at scale to realize faster time to value to develop mission capability, at far lower cost than overhauls of entire systems and applications.
• Leverage the commercial sector’s advances in design thinking and service design innovation that powers success by ensuring solutions are built for user needs, rather than for new technologies.
DRIVE EFFICIENCIES AND SCALE THROUGH CLOUD• Leverage industry expertise and
experience while consolidating data and applications to focus modernization on rethinking and solving problems rather than re-creating them.
• Cloud infrastructure is the platform of the future that ensures scalability, cost efficiency, and security for modern systems.
• Design and deploy systems at scale that are modular and agile, adaptable for the Internet of Things, and mobile-enabled.
BUILD FOR CHANGE• Modernization is a process, not a point
in time, and sustaining development requires deliberate investments in innovation.
• Develop innovation teams to ensure a continuous flow of new mission capabilities.
• Invest in disruptive technologies like machine learning and artificial intelligence (AI) to prepare for the next leap forward and rethink the way your agency delivers its mission.
in long-term contracting efforts.
CASE IN POINT Department of Veterans Affairs The Department of Veterans Affairs (VA) seized an opportunity to improve service to Veterans, who are increasingly mobile and receive services from hospitals and medical facilities spread out across the country. By building an open, extensible, scalable, and secure platform for accessing and sharing patient information, VA is enabling rapid development of applications that meet physician needs, using leading Agile and Dev/Ops practices, and advanced visualization techniques that quickly reveal the most important clinical information.
The platform captures information from a Veteran’s time in service through any visit to VA and Department of Defense medical facilities, providing critical continuity of care for our nation’s Veterans while increasing efficiency and lowering cost of care.
CASE IN POINTHomeland security agency | Cost Savings in the Cloud
The agency migrated 100-plus production systems to a private cloud using a scaled Agile approach and key elements of DevOps to help position the agency to generate double digit reductions in their O&M budget.
5 | Leading in the New
Department of Defense Agency | Advanced Acquisition Analytics
This agency is undergoing an analytics modernization effort to consolidate disparate data warehouses, centralize analytic tools, and increase analytic processing power. These innovations optimized the agency’s acquisition strategy by simultaneously reducing supply chain costs and increasing long-term contracting efficiency through the Advanced Acquisition Analytics (AAA) suite.
6 | Leading in the New
DELIVER TAXPAYER VALUE The public wants to experience a government that works for them. Citizens expect and deserve their government to deliver intuitive, intelligent services that rival industry’s best. The immediacy and accuracy of digital are shaping expectations for services operating in the digital and the real world alike. Federal agencies can take the lessons from industry leaders and apply them to their own organizations. Like businesses, successful agencies give citizens “choice” and provide tailored services on their terms—anytime, anywhere—that become more intelligent over time. Applying these lessons, and maintaining a focus on the citizen customer, will give you a foundation for mission success.
MAKE GOVERNMENT WORK FOR THE CITIZEN • Define expectations and construct a
bold North Star vision for an exceptional federal customer experience.
• Apply new dimensions to service delivery in order to match private companies and meet customer expectations, which increasingly spread across industries without distinction.
• Pursue quick wins to simplify and enhance the experience for citizens and demonstrate significant improvement in how their government serves them.
RETHINK WHAT GOVERNMENT DOES • Reassess agency goals and missions,
and outsource processes that the private sector can do cheaper, better, and faster through a shared-risk model.
• Create public-private partnerships to access top-tier talent and capabilities that drive an evolution in citizen service delivery.
• Leverage leading industry human-centered design practices to refocus agency systems, services, and processes on core citizens’ values.
HOLD AGENCIES ACCOUNTABLE • Prevent fraud, waste, and abuse through
adaptive, integrated, and intelligent analytics that increase government accountability and transparency while lowering risk.
• Apply advanced analytics to ensure citizens receive access to the benefits to which they are entitled.
• Identify enterprise-wide CX champions who will use analytics-driven dashboards based on multi-mode customer feedback data to improve performance and service.
7 | Leading in the New
CASE IN POINT
Department of Veterans Affairs | Delivering Veteran-centric care
The Department of Veterans Affairs (VA) seized an opportunity to improve service to Veterans, who are increasingly mobile and receive services from hospitals and medical facilities spread out across the country. By building an open, extensible, scalable, and secure platform for accessing and sharing patient information, VA is enabling rapid development of applications that meet physician needs, using leading Agile and Dev/Ops practices, and advanced visualization techniques that quickly reveal the most important clinical information.
The platform captures information from a Veteran’s time in service through any visit to VA and Department of Defense medical facilities, providing critical continuity of care for our nation’s Veterans while increasing efficiency and lowering cost of care.
Department of Agriculture | Supplemental Nutrition Assistance Program (SNAP): Fraud Prevention through Predictive Modeling
The USDA’s Food and Nutrition Service (FNS) launched a groundbreaking pilot program to more effectively tackle SNAP recipient fraud. Using predictive modeling, FNS teamed with Accenture to demonstrate how to more effectively detect suspicious benefit redemption patterns by SNAP recipients. States and counties in the pilot program are starting to see results: predictive fraud modeling, coupled with improved processes, has significantly increased successful fraud prosecutions and disqualifications, reduced program costs, and helped states and counties implement new strategies for sustained fraud prevention and detection.
7 | Leading in the New
TIMING IS EVERYTHING
8 | Leading in the New
Early movers will make the most of their window of opportunity with swift, sure actions. Here’s how you can, too.
Own the digital agenda
Remove friction; be a connector
Activate design thinking with design doing
Rethink—rather than reengineer
INNOVATE WITH PURPOSE Put our innovation network to work for you—so you can rethink, move fast, and drive change. Together, we work to apply what’s new–now–to create the next generation of government services and mission capabilities—at speed, at scale.
• Learn insights from a collective of start-ups, venture capitalists, and universities.
• Design new digital experiences and rapid prototypes at the Accenture Federal Digital Studio.
• See what’s working for leading governments and businesses.
• Build fast, scale, and industrialize through national and global delivery centers.
ABOUT ACCENTURE FEDERAL SERVICESAccenture Federal Services is a wholly owned subsidiary of Accenture LLP, a U.S. company, with offices in Arlington, Virginia. Accenture’s federal business has served every cabinet-level department and 30 of the largest federal organizations. Accenture Federal Services transforms bold ideas into breakthrough outcomes for clients at defense, intelligence, public safety, civilian and military health organizations.
ABOUT ACCENTUREAccenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions—underpinned by the world’s largest delivery network—Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With more than 394,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. Visit us at www.accenture.com.
Copyright © 2017 Accenture All rights reserved.
Accenture, its logo, and High Performance Delivered are trademarks of Accenture.
Tom Greiner Managing Director and Technology Platform Lead Accenture Federal Services
Ira Entis Managing Director, Strategic Solutions and Emerging Technologies Lead Accenture Federal Services
[email protected] @iraentis
Gus Hunt Managing Director and Cybersecurity Practice Lead Accenture Federal Services
@gushunt
Kathy Conrad Director, Digital Government Accenture Federal Services
@kpconrad
LET’S GET TO WORK, TOGETHER
