Human and Social Services (HSS) in Australia are at a critical juncture, facing challenges exacerbated by the lack of comprehensive technology investment until recent years. The sector has traditionally responded to growing demand by increasing spending on direct services. However, the landscape has shifted rapidly, with consumer expectations soaring and the COVID-19 pandemic accelerating the need for digital transformation.
Organizations within the HSS sector that fail to adapt and invest in technology risk falling behind and facing potential irrelevance. The modern consumer demands seamless access to services and information, prompting a shift towards digital solutions that enhance efficiency and customer experience. Those embracing technology stand to benefit from streamlined processes, online service delivery, and improved customer self-management.
The impact of COVID-19 has been profound, reshaping how society supports vulnerable populations. HSS organizations worldwide have been compelled to pivot and innovate in response to new challenges. Research conducted by Forrester Consulting for KPMG International across multiple countries highlighted disruptions such as salary reductions, increased security risks, remote work transitions, and financial constraints.
KPMG International’s report, “Connected support and care: The future of human and social services,” delves into the critical capabilities necessary for a connected, digitally enabled, and consumer-focused care system. The report underscores the importance of data-driven strategies, innovative services, and experience-centric design to meet evolving customer needs and navigate the evolving landscape.
The eight critical capabilities outlined in the report emphasize the significance of insights-driven decision-making, innovative service models, customer-centric design, seamless interactions, agile operations, empowered workforce, digital technology architecture, and strategic partnerships. These capabilities collectively aim to equip HSS organizations with the tools needed to thrive in a rapidly evolving environment.
Experts in the field, such as Kerry McGough, Partner at KPMG Australia specializing in Health, Ageing, and Human Services, stress the importance of aligning organizational culture with customer-centric values. Ben Wallace, Partner in Charge of Policy, Economics, and Public Impact at KPMG Australia, emphasizes the need for adaptive workforce development and strategic alliances to drive sector-wide transformation.
As the HSS sector continues to navigate unprecedented challenges and opportunities, the imperative for digital transformation and customer-centric care systems becomes increasingly clear. By embracing technology, fostering innovation, and prioritizing seamless customer experiences, organizations can position themselves for long-term success in a rapidly evolving landscape.
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