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Leaders ‘struggling’ with digital transformation ambition

Public sector leaders are becoming increasingly frustrated with the slow progress made towards a fully digital government, according to a report.

Deloitte’s latest annual The State of the State study, recently, assesses public services across UK and looks at the trends that will affect the future of government, including Brexit, automation and digital change.

Based on interviews with public sector leaders, the report said that digital transformation is struggling to meet the ambition and that the attitude of those working in the public sector is shifting.

It said that the tone of the interviews has changed “from ambition to frustration at the barriers to progress” and that most had said they wanted to see it accelerated.

For instance, the report said that one permanent secretary in a devolved administration felt that his department was “always a year away from an outcome”, while one council chief executives rated his authority’s progress to digital as “four out of ten”.

The same dissatisfaction at progress is evident across the different areas of the public sector as well as across most of the UK, the report said.

In Scotland, the head of a national body reportedly said: “We’re at Digital 1.0, but Digital 3.0 or 4.0 is where we need to be.” Meanwhile, the report said that Northern Ireland appears to have seen the most focused progress, citing the fact its civil service exceeded its 2016 digital targets.

However, the report said that the leaders understood the barriers to transformation, with a lack of skills being the most significant barrier to change, not just in recruiting and retaining digital expertise, but in leading transformation.

One chief executive said that many of his peers “pass anything digital to the head of IT”, concluding that “there’s a lack of competency to lead in a digital environment” across the public sector.

Further barriers identified included risk aversion, fear of failure and recriminations about past mistakes, with one minister telling the researchers: “We’re scarred from big IT projects so there’s a timidity to push the envelope.”

Rethinking systems

Others said that poor planning had stymied progress, with a number of comments indicating that there is a growing recognition within the public sector that they will need to innovate to reform whole services and not just focus on channel shift.

One council leader said: “We’ve wasted time digitising systems that weren’t fit for purpose in the first place. It’s rethinking these systems that will radically improve productivity.”

The interviews also noted that digital exclusion was still a “live issue”, which is borne out in a separate section of the report that asked 1,000 members of the public how they wanted to engage with government.

It found that 59% of people said they would use online as one of their top three preferred methods to find out information about a public service – however for many issues the government wants citizens to carry out online, they would opt for the phone.

This includes 82% of people who ranked the phone as one of their top three options for making an appointment and 54% of people who rated it highly for changing personal details. Just 18% and 32% of people, respectively, ranked online as one of the top three.

The report also suggested there is support for better data sharing within government, both within the bodies themselves to improve their own work and between bodies to improve outcomes for citizens.

It quoted one police and crime commissioner, who said: “How many times do we find when a child dies that every agency had a piece of the puzzle? IT is the way to make something happen.”

Deloitte makes one recommendation related to digital transformation, which is to “hack away at their organisation one step at a time – within a wider digital vision, and with relentless momentum – while avoiding the trap of simply digitising existing processes”.

The impact of automation

Elsewhere in the report, Deloitte assessed the potential of automation to transform the public sector, and claimed that 850,000 public sector jobs could be lost to automation by 2030.

Both central and local government bodies considering increasing the number of automated processes say the aim is to reduce the amount of repetitive and menial tasks, and argue that it will free up staff time to focus on more skilled jobs.

However, the report confirmed that automation will lead to a fall in public sector staff, with administrative and operative roles in local government expected to fall to 4,000 in 2030 – last year there were 87,000 and in 2001 there were 99,000.

It estimated that the number of care workers and home carers is projected to fall to 151,000 in 2030, from 331,000 in 2015. Meanwhile, the number of health care practice managers is projected to fall from 10,000 in 2015 to 2,000 by 2030.

Source: Public Technology

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"Digital First helped us create a new narrative and a plan to become a more digital council. Their challenge and support through the Insight and Design phases of our digital transformation programme, along with their continued support in helping the in-house team to move forward our priority projected gave us real momentum to improve our services to customers and secure new efficiencies."

Duncan Dewhurst, Head of IT and Change

Digital First supported Lewisham Council to undertake a council-wide Digital Insight project to help engage senior leaders and to understand and scope the basis for an ambitious ‘Digital By Choice’ transformation programme.  We worked across all areas of the council with key senior stakeholders, IT, finance and transformation staff introducing new ideas and opportunities whilst assessing how the Council could build on its current digital progress.   Lewisham retained Digital First to help it design and mobilise its digital transformation programme, develop its investment business case for digital (Digital ROI) and support early delivery of some ‘digital front door’ projects that tasted new agile ways of working.Insight

 

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