Digital Transformation in Modern Government: Still a Hot Topic?

Following the great success of the DigiGov Expo 2024 we are continuing the series of articles covering the most remarkable sessions of those two days. Today’s blog will revisit "The Making of a Modern Government: Digital by Design" panel discussion, chaired by an independent consultant and a good friend of DigiGov - Jos Creese. This insightful session featured a range of experts: Jo Thomson of KPMG in the UK, Kamal Bal of Ministry of Justice, Paul McPherson of Microsoft in the UK, Stacey McAdie of South London Partnership, and Vicky Ridley-Pearson of Greater London Authority. The discussion explored the ongoing relevance, challenges, and future trajectory of digital transformation within modern government. 

The phrase "digital by design" might roll off the tongue, but the concept is far from new. In fact, it has been a topic of discussion for about a decade. A recent panel of experts explored the progress, challenges, and future of digital transformation in modern government. 

Panellists agreed that digital transformation remains crucial, although there is a consensus that progress has been slow. There is still a significant amount of manual work within government bodies. A vivid example is the continued prevalence of paperwork in prisons.  

One key discussion point was whether the public sector is keeping pace with the rate of change. The challenge for central government is that while it can devise strategies, it often lacks the funding and resources for implementation, relying on departments to buy in. This creates a complex dynamic, balancing central directives and departmental aims.  

The discussion also highlighted the importance of overcoming barriers between different parts of the public sector. Silos, while efficient for running departments, can hinder modernisation, which demands a more integrated approach. Digital transformation should not be an add-on but a fundamental aspect of strategy.  

Recent research indicates a decline in overall citizen satisfaction with public services. Citizens prioritise value for money, digital accessibility, and trust. Digital accessibility has seen a positive increase in satisfaction, which is encouraging, but trust is a concern, as citizens often feel they do not get what they need the first time, leading to extra demand on the system.  

Furthermore, statistics reveal that only a small percentage of public sector leaders believe they are making progress with digital transformation. A significant number of leaders also cite budget, capacity, and capability as obstacles. Balancing existing systems while trying to implement new ones is a substantial challenge.  

The panel emphasised that digital transformation is more than just technology. It involves culture, processes, people, and data, with technology as an enabler. A cultural shift is needed, with digital enabling rather than driving the change.  

Reflecting on successful transformations, a common factor appears to be a "cliff edge" event that forces change. Examples include Brexit, the Covid-19 pandemic, and local authorities facing bankruptcy. These crises create a sense of urgency and necessity that drives action.  

The discussion also explored the role of technology vendors in government digital transformation. It was agreed that technology is an enabler, but the focus should be on outcomes, requirements, and objectives. Digital solutions should be iterative, accommodating changing needs and communication channels.  

The panel acknowledged that some challenges, like skills gaps, will persist, but the methods to address them are evolving. The importance of continuous improvement and actively listening to users was emphasised.  

Panellists also discussed the public sector's ability to innovate compared to the private sector. While the public sector may not be as quick, it has achieved significant successes, such as the integration of passport and driving licence data.  

The discussion then shifted to practical ways to improve public engagement through technology. Self-service apps have seen increased satisfaction across all demographics, challenging the notion that older generations are averse to digital engagement. The panel suggested that government should adopt a "go where the fish are" approach, similar to successful e-commerce strategies, and utilise channels like WhatsApp for Business to enhance communication and accessibility.  

The importance of service design and user journeys was highlighted, advocating for a shift from vertical organisational structures to horizontal ones that focus on user needs.  

In conclusion, the panel offered key takeaways for improving digital transformation in government: 

• Prioritising service ownership to foster collaboration between government departments.  

• Recognising that progress is achieved through iterative steps rather than big changes.  

• Understanding the diverse needs and preferences of citizens when designing digital services.  

• Adopting a holistic approach that integrates people, culture, processes, data, and technology.  
  

Join us at DigiGov Expo 2025 to hear from more expert panel and sessions. Registration is now LIVE and free for public sector professionals. Register your place today.