Citizen Self-Service Portal to increase effectiveness of social services

By eGov Innovation Editors | Jan 26, 2012

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Accenture has introduced a self-service portal that provides social service beneficiaries with electronic access to check on their availability for public assistance apply for benefits or manage benefits.

Citizen Self-Service Portal Version 2.0 builds on the Accenture Public Service Platform, a service-oriented architecture (SOA) launched by Accenture in 2009 to help public agencies manage human services delivery cost effectively.

The new release includes enhanced self-service features, a training module and a natural language rules engine to adapt benefit eligibility programs and processes in response to legislative and policy changes.  Another advancement is the use of Business Process Management (BPM) workflows, built into the screening and application processes, to help confirm that required actions are accomplished or flagged within appropriate timeframes.

“The new portal represents a leap forward in using technology to better meet the needs of modern-day caseworkers and the individuals and families served by human services agencies,” said David McCurley, who leads Accenture’s public sector software business. “The focus is on smarter use of technology to support major programs in areas such as health, nutrition and temporary assistance to needy families.”