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Welfare

We live longer, but most of us don’t work longer. For welfare agencies, this means supporting more people with the same tax money, while also meeting citizen expectations for better welfare services.

It’s crunch time for welfare agencies. Their priority is to help those who need it most. Yet, this is no easy task with aging populations and a volatile employment market – which hasn’t been helped by the global pandemic putting many families’ financial stability at risk.

Welfare agencies need to be more efficient, while providing inclusive access to government support, often to the most vulnerable in society. At Capgemini, we help welfare departments use digital tools and process optimization to create efficient, user-friendly customer journeys, modernize legacy infrastructures, and securely transform citizen data into smart, personalized services.

Bridging the digital divide

Why bridging the digitally excluded online requires collaboration and leadership from multiple stakeholders.
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What we do

We design, implement, and operate accessible, user-friendly citizen services that tackle digital exclusion at every touchpoint, whether digital or physical.

Financial assistance for low-income families. The unemployed looking for a way back into work. Help for the elderly and those with disabilities. Welfare agencies offer support to people at difficult times in their lives. These citizens need easy, efficient access to services and support.

For welfare organizations, this should begin with human centered design that puts the needs of claimants and customers first. How can they create a frictionless, inclusive experience? We work with our welfare clients to design services that work for everyone. And we boost the citizen-facing efficiency of welfare professionals with optimized processes and human skills augmented by technology.

We help welfare organizations adopt the digital tools they need to do more with less by deploying automation and robotics.

Welfare organizations have an opportunity to make resources go further with automation. Digitalizing processes frees their teams to focus on complex cases needing more personal support.

However, the challenge for many welfare agencies is how to adopt the right digital tools, in the right way. While robotic process automation (RPA) and artificial intelligence (AI) can be transformative, their use cases must be defined properly to ensure they truly enable employees to do more with less.

We handle the full journey from automation strategy to implementation. We help to identify the more straightforward cases that can be processed by the system, implement new digital tools, such as intelligent case management, and guide process optimization for efficient welfare services.

More welfare applicants create more data. We transform this data into the foundation for smarter, personalized services using AI and machine-learning.

Welfare agencies operate within an ecosystem of public and private sector organizations that collectively have access to a wealth of data. We help our clients gather, process, and share this data in ways that enable more personalized and relevant services, while complying with data protection, security, and ethical standards.

We inform decisions about automated data use cases and process optimization using robotics and AI. And we create frictionless customer journeys built on connected data across multiple back-office systems.

With data-driven insight and intelligent technology solutions, welfare teams can create new and more helpful services. For example, job matching technologies support tailored careers advice that takes into account an applicant’s location and experience.

We build and implement the secure, stable, and scalable technology platforms that welfare organizations need for efficient, citizen-centric service delivery.

Although digitalization is underway in many areas of government, legacy technologies remain a burden that must be overcome. We help welfare organizations modernize their infrastructure and applications landscape, making it more agile and flexible so that surges in demand can be easily met.

By helping our clients migrate to the secure cloud, we’re also helping them to address concerns around the security of sensitive citizen data. With our comprehensive infrastructure management services for both on-premise and cloud platforms – or a hybrid of both – along with our network of global cybersecurity experts, we protect welfare platforms from fraud, error, and the ever-present cyber threat.

Client stories

    Successful Code Analysis Using Machine Learning at the Federal Employment Agency

    Capgemini, together with the FEA systems integrator and other partners, develops a new tool to control intelligent quality assurance

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    North Carolina processed more than one million sudden unemployment claims seamlessly

    At the onset of the pandemic in March 2020, DES experienced a massive increase in claims as businesses shut down throughout North Carolina and the rest of the country. DES engaged Capgemini to deploy a modernized technology solution that runs on AWS.

    Read more

      Research and insights

      Report

      The European CPPA barometer h2 2023
      Point of view

      Digital continuity: Building the connected organization
      ebook

      Shape customer journeys with Fast Service for SAP Customer Experience Solutions
      Point of view

      Riding the next generative AI wave

      Meet our experts

      Helena Vilcans

      Account Executive, Public Sector and Welfare
      “Welfare is rapidly adapting to the new normal. Agencies are changing their ways of working and support systems to better serve citizens. Innovation allows for more accurate services adapted to these new needs. We also see a larger focus on digital services, and a growing need to share data among agencies securely and responsibly, all while assuring inclusion and accessibility.”

      Guylaine Chanlot

      Global Account Executive Social security
      Faced with accelerating crises (social, health, economic, etc.), Social Security must reinvent its social protection model so that it remains financially sustainable while facilitating access to support for the most vulnerable citizens. Capgemini is leveraging digital transformation to support welfare organizations in implementing information systems that simplify services to citizens and improve working conditions for their employees in an efficient manner, thanks to the cross-fertilization of data between social welfare organizations and the modernization of technological infrastructures.