Research shows that increasing customer demand is driving change in human and social services.
Increased needs and decreased funding are adding pressure to human and social services (HSS) sectors around the world. The pressures are pushing many service organisations to a point of crisis as they struggle to adapt to changing customer needs and the challenge of transforming their organisations to improve complex service delivery.
However, KPMG's global survey Listen, Learn and Lead: Human and Social Services Outlook 2018 identifies ways to accelerate the transformation needed in order for the sector to meet the expanding demands for its services.
Based on the insights from more than 100 human and social services leaders across the globe, and specialists from KPMG's network of member firms, the survey found that developing a stronger client focus is a strategic priority for human and social services organisations and systems over the next 3 years. However, it also highlighted that the sector is struggling to change and adopt this focus.
While there are various forms that transformation may take, CEOs have identified their top five strategic priorities for the next 3 years:
Respondents report being behind the global economy with regard to innovation and more than half indicate they are not using data and analytics effectively to guide their approach. In a world increasingly driven by data, organisations have unparalleled access to rich information and insights that can inform and inspire a renewed approach to service delivery built around the customer.
According to Listen, learn, lead: KPMG's 2018 Human and Social Services Outlook, the sector is missing an important opportunity and offers insights on how organisations can better unlock the value in the vast amounts of data they already collect.