Public services face financial constraints and a need to catch up with digital transformation in the public sector to match the private sector’s digital progress
Digital transformation in the public sector would enhance efficiency, reduce costs and improve service delivery within the government. However, achieving successful digital transformation can be challenging, with a failure rate of around 70% according to McKinsey.
One significant reason for these failures is the lack of understanding of human needs, which should be the foundation of any transformative project.
To overcome these challenges, government organisations must adopt a human-centric approach. Placing people at the core of digital initiatives is crucial, ensuring that technology serves their needs rather than dictating their experiences.
Digital transformation in the public sector is essential for several reasons, which will be explained in this article.
Digital transformation is not just about technology – it’s about people
Digital transformation is not simply about implementing the latest technology. It’s about leveraging technology to create a better experience for citizens and employees. This can only be achieved by focusing on people’s needs, preferences and behaviours.
For example, if digital services are challenging to use or navigate, the public will be less likely to adopt them, leading to frustration and a lack of trust in the government.
In order for digital transformation in the public sector to succeed in delivering human-centric services, these organisations therefore first need to invest in the principles of human-centred design by standing in the shoes of service users.
This approach requires thorough user research before making any change.
Through different research methods — such as surveys and focus groups – organisations can gain a full understanding of the current state of the service, how users and wider stakeholders feel, what they need, and the changes that are required to deliver the desired outcome.
This feedback will allow governments to make more informed decisions and minimise the potential negative impacts of — or resistance to — change. It’s all about putting people first.
Citizen-centric government is the future
For the government to become truly citizen-centric, agility is key. Individuals’ preferences and needs are constantly changing as both society and technologies evolve.
Therefore, adopting and maintaining a ‘design thinking’ approach will allow organisations to pivot and align new services accordingly in the future.
We cannot forget too, that in today’s digital world, citizens have higher expectations of government services. They want personalised, seamless and convenient services accessible from any device, at any time — just like consumer brand offerings in the private sector.
For digital transformation in the public sector, a human-centric approach, with continual user research at its core, should therefore be sustained if satisfaction and trust levels are to be nurtured.
‘One off’ attempts to understand pain points and opportunities won’t just limit progress — worse still, it could look as though the organisations are merely paying lip service to the general public.
Empowering employees is key to success in digital transformation
Public sector employees also play a critical part in transformation projects.
They are the ones who will be using the technology and delivering services to citizens. But digital transformation can sometimes be perceived as a threat to jobs, creating fear and resistance among staff.
To succeed, digital transformation in the public sector requires collaboration and teamwork across different departments and levels of government.
A human-centric approach can help add value here too — helping employees to feel empowered and engaged in the transformation process.
By involving them in the design and implementation of digital initiatives, government organisations can tap into their expertise, insights and learned experiences, break down silos, and foster a culture of innovation and collaboration across the board.
Addressing the digital divide
A human-centric approach is also essential for addressing the digital divide, which can disproportionately affect vulnerable and marginalised groups. If people — citizens, employees or stakeholders — feel excluded, user adoption and engagement will suffer.
Digital services must therefore meet accessibility standards and be inclusive for all citizens, regardless of their abilities, language, geographical location, or digital literacy.
Again, by actively involving a representative sample of the public — in turn ensuring that digital services are accessible and inclusive — government organisations can help to bridge the digital divide and promote digital equity.
A non-negotiable approach in our technology driven society
In summary, it is clear that prioritising a human-centric approach is crucial in the digital transformation of the public sector.
In today’s technology-driven society, failing in digital change is not an option.
But neglecting the human element can lead to poor user adoption and erode trust in the government.
Success depends on understanding and meeting the needs of the people being served, not just leveraging innovative technology simply because it is available. By adopting a human-centric strategy, governments can create accessible, efficient, and effective digital services.
As organisations navigate the complexities of digitisation, they must embrace human-centred design to drive meaningful change and foster a more connected and inclusive society.
This piece was written and provided by Paul Meersman, Head of Marketing, CDS.
