Accenture’s Ryan Oakes: Agencies Need Post-Pandemic Approach to Automation, Service Accessibility

Ryan Oakes, senior managing director for strategy and consulting for Accenture’s global public service segment, has said that agencies should consider implementing permanent approaches to access management in a post-pandemic environment.

Oakes wrote in an opinion piece published Wednesday on Nextgov that agencies must implement hybrid physical and digital access procedures to help streamline citizen services that currently require “contact light” operations to minimize health risks.

He noted that agencies need to ensure that employees have the capacity to operate with artificial intelligence technologies and remote collaboration tools. The public service sector must also focus on building workforce trust in AI and machine learning assets to support automation and AI adoption, according to Oakes.

He added that such assets can be used to support applications like immersive training, knowledge management and career mapping.

“Beyond automation, employers must consider how to best apply new technologies to improve the experience of work,” said Oakes. “Through it all, prioritize trust and transparency—with employees and citizens—so they are not threatened and understand the benefits.”