Driving digital transformation of human services | KPMG | BM
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Driving digital transformation of human services delivery

Driving digital transformation of human services

Through this report, we aim to provide timely insights on the potential to harness information and technology to benefit both the service provider and the service consumer. We believe that, by understanding the opportunities, and thoughtfully addressing the challenges, governments can make a transformational shift from delivering programs one agency at a time to focusing on their role from the citizen’s perspective.


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Just as technology is profoundly changing the way we live, communicate and interact, it is also transforming the provision of human and social services, offering new ways for governments to deliver services and connect with citizens.

Governments are embracing technological transformation to do more with less — in light of tighter budgets — and also to help government leaders do more to help their constituents, who today want their interactions with government to be convenient and quick.

But governments face enormous hurdles in doing so. These bulky complex, and multi-layered organizations have significant structural and operational challenges.1 Their great size creates an institutional aversion to risk, and their monopoly position may stunt the incentive to innovate to retain their customers. They are also characterized by a compartmentalized, silo mentality, in which departments develop unique processes and customized IT solutions, and are subject to strong budgetary pressures that often preserve outmoded technology and procedures.

While the challenges of introducing new technologies are significant, they are temporary in nature when compared to the long-term benefits of digitalization. This technology enables the exchange of information on a previously unimaginable scale, allowing related government agencies and external service providers to share data and coordinate efforts. It also provides governments with far more data than ever before about what citizens need, who uses these services, how they do so and with what effect.

In addition, new technology is making services more efficient and effective. For example, as we explore in the following pages, mobile apps can improve service delivery to vulnerable citizens while predictive analytics can help governments better protect children, prevent homelessness and anticipate service demand, often at a lower cost. And, these innovations align with the rising expectations of citizens who are accustomed to digital commercial interactions and want government to have contemporary communication and service delivery systems.



© 2019 KPMG, a group of Bermuda limited liability companies which are member firms of the KPMG network of independent member firms affiliated with KPMG International Cooperative (“KPMG International”), a Swiss entity. All rights reserved.

KPMG International Cooperative (“KPMG International”) is a Swiss entity.  Member firms of the KPMG network of independent firms are affiliated with KPMG International. KPMG International provides no client services. No member firm has any authority to obligate or bind KPMG International or any other member firm vis-à-vis third parties, nor does KPMG International have any such authority to obligate or bind any member firm.


The information contained herein is of a general nature and is not intended to address the circumstances of any particular individual or entity. Although we endeavour to provide accurate and timely information, there can be no guarantee that such information is accurate as of the date it is received or that it will continue to be accurate in the future. No one should act on such information without appropriate professional advice after a thorough examination of the particular situation.

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