4 minute read 23 Sep. 2020
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Driving strategic value with intelligent automation in the public sector

Authors
Ean Evans

EY Oceania, Intelligent Automation Leader

Robotics expert. Digital finance transformation. Working smarter, not harder.

Catherine Friday

EY Oceania Government and Health Sciences Managing Partner

Improving how governments work and deliver services. Mustang owner. Keen horse rider. Average but enthusiastic skier

Contributors
4 minute read 23 Sep. 2020

A survey of the UK public sector reveals insights for the Australian Government on intelligent automation.

The Australian Government, like those the world over, is facing greater pressure on public services brought about by the COVID-19 pandemic. EY conducted a survey of the UK public sector's attitudes towards automation in 2019 before the crisis hit, but its findings are perhaps even more relevant now. Surveying more than 1,300 government and public sector employees across the UK, the report below gives a more in-depth understanding of where public sector organisations are currently on their automation journey, and clarity as to the benefits and the obstacles to adoption. Australia is in an ideal position to take these learnings and be at the forefront of driving strategic value with intelligent automation in the public sector now.

The findings indicate that the main benefits of intelligent automation include:

  • Greater efficiency and productivity – automating high-volume tasks and manual processes can help public sector organisations do more with the same resources.
  • Better citizen experience – automation can help organisations design and deliver more customer-centric services by enabling end-to-end digitization.
  • Increased employee satisfaction – automation frees up employee time, enabling them to focus on more purposeful roles and increase human connections.
  • Smarter decision-making – automation technologies can sift through huge volumes of data to extract insights that help improve human decision-making.

These benefits dovetail neatly with the top three challenges cited by the UK public sector survey respondents: operating within budget, meeting increasing demand for services and improving delivery. 

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Summary

With a digital revolution underway and COVID-19 accelerating societal change, our report 'UK public sector driving strategic value with intelligent automation' indicates that now is the right time to fast track intelligent automation. For organisations that have seized this opportunity, they have seen improvements to efficiency and productivity, better citizenship experience, increased employee satisfaction and smarter decision making. However, technology alone is not the answer. It’s the combined power of people working with technology that will allow organisations to deliver the greatest value.  

About this article

Authors
Ean Evans

EY Oceania, Intelligent Automation Leader

Robotics expert. Digital finance transformation. Working smarter, not harder.

Catherine Friday

EY Oceania Government and Health Sciences Managing Partner

Improving how governments work and deliver services. Mustang owner. Keen horse rider. Average but enthusiastic skier

Contributors