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One year on from the start of COVID-19 in Australia, we are seeing signs of economic recovery. At the same time, however, we are also seeing an increase in inequality, growing demand for community services and changes in how this support is being provided. Social sector organisations have an important and critical role to play in rebuilding Australia and ‘building back better’1 post COVID-19.
We see six mega trends that social sector leaders will need to navigate as they plan for the future – these being: (1) Rising inequality and loneliness, (2) Government constraints, (3) The rise of the consumer, (4) Disruptive business models, (5) Digital innovation, and (6) The future of work.
Trend 1 - Rising inequality and loneliness
Whilst we are a ‘lucky country’ for some, we are not a lucky country for all. The stronger than expected economic recovery from the COVID-19 recession2 is not universal across industries and locations. Before COVID-19, 1 in 23 Australians experienced deep and persistent disadvantage3 . With the end of JobKeeper and the post COVID-19 JobSeeker payments4, many more Australians are likely to experience poverty.
Compounding this growing inequality is the rising levels of loneliness5, which is recognised as a root cause for anxiety, depression, and domestic violence6 across Australia and serves to deepen the sense of division and polarisation in society.
Social sector leaders will need to anticipate and respond to these increases in demand, whilst also investing in prevention and early intervention activities that help to reduce demand into the future.
Trend 2 - Government constraints and learning to do more with less
Whilst the economy is recovering strongly, it is too early to predict the government’s plans for fiscal repair and medium-to-long-term funding intentions. The adoption of austerity-style policies is likely to be delayed until after the next federal election, however there will be sustained pressure on the social sector to do more with less7. These pressures may lead to two responses:
Social sector leaders will be faced with tough decisions if government funding tightens, including their role in sector consolidation and having a disciplined focus on core business.
Trend 3 - The rise of the consumer and the need to deliver personalised services
Consumers today have more access to data, information, and knowledge to inform their choices, which is increasing their expectations for goods and services to be personalised to their needs. This is further accelerated by advances in technology, that enable the personalisation to be in their hands.
Consumer directed care models, such as the National Disability Insurance Scheme (NDIS), are the launch pad for considering more effective models of care, with the recently published Aged Care Royal Commission advocating for a new system with consumers at the centre8.
Social sector leaders will need to consider what rising consumer expectations and personalisation will mean for their organisation and what their unique value proposition is for consumers.
Trend 4 - Disruptive business models, new models of support and partnerships
There is a growing recognition that the current way of delivering many community services is not effective, as evidenced by the Royal Commissions into Aged Care and Disability, and that we need to act differently. This is forging the way for:
Social sector leaders must continue to ‘think outside the box’ and pursue innovative solutions that tackle systemic issues, at scale.
Trend 5 - Digital innovation
Digital innovation is helping to transform the social sector, both in terms of client experience and back office, such as:
Social sector leaders will need to consider how digital innovation can enhance their client experience and improve back office efficiency and strategic and operational decision-making.
Trend 6 - Future of work
The future of work was a hot topic before the pandemic and it now feels that the very nature of work has changed, especially for social sector organisations, as they grapple with and respond to:
Social sector leaders will need to recognise that attracting and retaining a qualified, experienced, and motivated workforce will be one of their biggest challenges13.
The challenges ahead for social sector leaders are complex, yet these trends present tangible transformation opportunities to better support our communities. Contrary to conventional wisdom that being in this state of flux only leads to change fatigue and inaction, the social sector throughout COVID-19 has proven that people and organisations are highly adaptable, and in fact, can be more receptive to change when habits are already disrupted14.
How will you respond to these mega trends and harness the transformation opportunities to have a greater impact?
Deloitte Australia’s Social Impact Consulting Practice supports social sector organisations, government agencies and businesses to deliver greater social impact aligned to their vision and mission. Our team is passionate about bringing the latest trends in strategy, technology and innovation from adjacent industries and global players to support social sector organisations to be ‘future fit’ in an increasingly complex, disrupted and competitive market.
1. OECD Building back better: A sustainable, resilient recovery after COVID-19 – June 2020
2. DAE Business Outlook – January 2021; ABS February 2021 Release
3. Australia Welfare Report 2017
4. ABC News – March 2021
5. Together, Vivek Murthy
6. Women’s Safety NSW – September 2020
7. ProBono Australia – May 2020
8. Department of Health – March 2021
10. Radical Help, Hilary Cottam
11. #SaveOurSector campaign
12. The 100-year life, Andrew J Scott and Lynda Gratton
13. Hammond Care – March 2021
14. A good time for a (behavioural) change – Deloitte Human Capital Consulting – June 2020
Tharani leads Deloitte Australia’s Social Impact Consulting Practice, a dedicated practice supporting social sector organisations, government agencies and businesses to deliver greater social impact aligned to their vision and mission. Drawing on over 15 years’ of consulting experience, combined with a deep passion for social change, Tharani has partnered with many organisations (including, disability, homelessness, and community services providers) on their transformation journeys. Her areas of experience include – strategy, growth, operating model design, operational excellence, and governance. She is passionate about bringing the latest trends in strategy, technology and innovation from adjacent industries and globally to support her clients to be ‘future fit’. Tharani is a Director of UNICEF Australia and the Deloitte Foundation, an Ambassador for Good Return, a judge for the Good Design Australia Awards and a passionate advocate for greater corporate and social sector collaboration.
Les is a Principal in Deloitte Australia’s Social Impact Consulting Practice, a dedicated practice supporting social sector organisations, government agencies and businesses to deliver greater social impact. Les has over 30 years’ experience advising NGOs, government and business. His specialties include strategy, organisational performance, operating model design, social innovation, service design, social impact investing, public service reform and social impact measurement. Les supports organisations to achieve greater social impact, operational excellence and commercial sustainability. He works across disability, ageing, family and children, homelessness, justice, regional/remote and First Nation communities. Les has an MBA from Aston Business School and has held senior research positions at UNSW’s Centre for Social Impact, University College London and Johns Hopkins University. Les was a founding member of the Social Impact Measurement Network of Australia.
Sophie is a Senior Consultant in the Social Impact Consulting and Operations Transformation practice. Sophie’s areas of experience include - Strategy, transformation programs, business reviews, implementation planning and project management. Over the last five years, Sophie has worked across the private, public and social impact sectors, with social sector organisations, aged care providers, national and international government organisations. Sophie is passionate about increasing the effectiveness of social and community impact initiatives. Sophie holds a Bachelor of International and Global Studies (Dist.) from the University of Sydney.