Digital transformation in the UK public sector is urgent but complex. Legacy systems, tight budgets, and rapid technological change create significant hurdles. This piece explores how to overcome these challenges through strategic planning, strong partnerships, and a focus on citizen-centric outcomes
Digital transformation in the UK public sector is essential but has proven to be challenging. The drive to modernise legacy systems and improve citizen and patient-focused services while reducing costs is a complex task. Many departments struggle with this, often focusing on what they want to achieve rather than defining what constitutes successful digital change and the different pathways to achieve it. To navigate these challenges effectively, public sector bodies could adopt new approaches, keep pace of technical change and leverage emerging technologies.
The complexity of digital delivery
One of the main challenges in digital delivery is modernising decades-old systems. Many public sector departments still rely on processes and ways of working that cannot embrace digital enablement. According to the Central Digital and Data Office, IT Risk Assessment, there are over 60 legacy IT systems in the UK public sector that are at a critical level of risk. These services are often cumbersome, not fully integrated and reflect their age, which makes them difficult to update, and this presents significant integration and security challenges. For example, the British Library’s extensive report on its cyber-attack highlighted that outdated technology not only intensified the attack’s impact but is also the main reason for its prolonged recovery from the incident.
Unfortunately, replacing legacy systems is costly, and this makes the public sector resistant to change. The problem is that while many of these legacy systems appear operational, they are just accumulating technical debt. The longer modernisation is delayed, the more expensive and challenging it becomes – causing digital projects to be postponed until a system failure forces action.
A holistic approach to digital
The public sector’s path to digital delivery offers up some unique challenges, such as tighter budgets, complex regulatory requirements, and heightened expectations for security and privacy. This is why overlaying technology on legacy processes just doesn’t work; you simply can’t digitise existing pathways. Instead, new processes must be created to achieve the desired outcomes. Digital transformation is not just about adopting new technology; it’s a holistic approach that rethinks the way services are provided. The goal is to deliver more citizen-focused services in a better way to achieve better outcomes.
For public sector organisations, this often involves considerable improvements in IT infrastructure, reviewing existing processes, and, most importantly, a flexible approach that ensures the organisations are well-equipped to adapt to any unexpected changes. A good example of this, is the design and build of a secure, remote access to a telemedicine service by His Majesty’s Prison and Probation Service (HMPPS).
By rethinking the way it uses technology, HMPPS was able to facilitate access to critical patient records, promote better health and well-being in prisons, and support the well-being of inmates. Here, the digital transformation of public services emphasises the vital role of technology as an enabler of progress and efficiency.
Building meaningful partnerships
The rapid pace of technological change presents another significant challenge. Where product or service lifecycles once spanned 24 months, they can now be as short as 3-6 months.
This means there needs to be a deeper understanding of how to maximise the benefits of digital platforms. It is something that public service organisations cannot and should not be expected to navigate alone.
For digital transformation to succeed, the public sector must cultivate meaningful partnerships with suppliers. In recent years we have seen a shift towards creating a simpler, more flexible commercial system and the introduction of the Procurement Act aims to cut red tape, support innovation and improve the transparency of public procurement. Despite this progress, there remains room for improvement in establishing long-term, collaborative partnerships.
Effective partnerships enable scalable infrastructure and the efficient deployment of new solutions. The public sector could benefit from fostering closer collaboration with credible, agile organisations. This collaborative approach is essential for de-risking digital delivery and ensuring peace of mind that new technologies are implemented effectively and cost-efficiently.
Embracing outcomes and advancing services
De-risking digital transformation in the UK public sector requires a strategic, outcome-focused approach. Legacy systems must be replaced with new processes designed for modern technology. Ultimately, it’s about providing a service that is not only fit for today but tomorrow. Where users are at the heart of the process, and where technology, data and security work in collaboration to create a seamless, flexible, and trusted service.
The path to digital transformation is undoubtedly challenging, but for the public sector, it promises significant value and enhanced functionality. With careful planning, strategic partnerships, and a dedicated commitment to end users, organisations can de-risk the delivery of digital projects and usher in new and improved public services.
By thinking holistically and focusing on desired outcomes, the public sector can deliver better pathways for citizens, and patients, ultimately enhancing public services and improving citizen satisfaction.
