Public sector digital transformation

Citizen satisfaction with public sector customer services is on a downwards spiral. There鈥檚 been an 11% fall in satisfaction from 2021 to 2023, according to our Customer Experience Excellence research. But how can you change the direction of travel when you鈥檙e under constant pressure to manage costs?

Digital transformation is a big part of the answer. The 鈥榙igital citizen鈥� wants to be able to self-serve using digital channels. Your people can work more effectively when they鈥檙e supported by an AI colleague. And you can make more informed decisions when you have easier access to data and the tools to analyse it.

Citizens are ready for digital-first services. And digital can unlock costs. So, what鈥檚 holding you back?

The digital maturity of public sector organisations is low, according to new research conducted by Forrester on behalf of 乐鱼（Leyu）体育官网. It highlights the challenges facing technology leaders as they seek to accelerate digital transformation of UK public services.

Today's citizens want seamless experiences across digital channels, but when we compare this to the supply of services, our research with Forrester shows digital maturity is low - only 17% of public sector organisations consider their transformation efforts to be successful. This marks a real need to break down the barriers that are preventing this figure from rising.

Laura Webb

Partner, Public Sector Technology Transformation Lead

乐鱼（Leyu）体育官网 in the UK

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Download the Forrester research report

In this report you will learn about:

What progress is being made on public sector digital transformation
How you can address the barriers to successful public sector digital initiatives
What the digital future of UK government and the public sector could look like

Our key findings

Together with Forrester, we spoke with over 140 technology and transformation leaders, plus 43 decision makers in UK government departments who are involved in digital transformation decisions.

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UK public services have a significantly low level of digital maturity and only a handful (17%) would rate their efforts at digital transformation successful

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UK public services are facing severe success obstacles including a lack of technology strategy (49%), technology-specific skills and knowledge (42%), and budget constraints (44%)

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Decision makers in UK public services need help with their digital transformation journey to accelerate transformation

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The challenges of digital transformation in government and public sector

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The challenges for public sector industries

Central Government

Healthcare

Higher Education

Client examples of best practice

Establishing the building blocks for IT evolution

When it comes to establishing the foundations for IT strategy success, the word connectedness is key. During the time of collaboration with 乐鱼（Leyu）体育官网 to get the IT strategy into a place ready for implementation, I had an IT function with seven different areas, which included: tech engineers, service desk, data centre team, IS, corporate information systems. Now all these areas are connected, part of the same flow and aligned to the wider organisational objectives, which is a radical departure from where we were.

David Myers
CIO, Lancaster University

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Connecting council and citizens

We鈥檙e committed to being a modern, accessible and accountable Council, providing effective community leadership. And our ability to deliver the highest quality services 鈥� efficiently, effectively and with superior customer experiences 鈥� is core to that goal. Working with 乐鱼（Leyu）体育官网, we have radically transformed service delivery for our residents while simultaneously reducing the operating budget. It鈥檚 been a win-win for everyone.

Graham Farrant
CEO, BCP Council

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Create a safer and more accessible digital world

This ambitious contract was the UK鈥檚 largest international cyber capacity-building programme to date. It involved a diverse consortium of 21 suppliers across six countries 鈥� from small NGOs to academics to specialist cyber firms. And it was all co-ordinated by 乐鱼（Leyu）体育官网. Together, we worked to address the significant impacts of cyber threats in developing countries, preventing harm to citizens and businesses.

Jemima Hodkinson
Head of CSSF Cyber Programme, Cyber Policy Department, FCDO

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Driving better patient outcomes through digital learning

If we can inspire people to want to do more with data, they鈥檒l realise the need to learn more with data, too. Learning isn't and shouldn鈥檛 just be a one-off activity, it should be part of our everyday culture

Chris Habberley
Advanced Analytics Lead, Department of health and Care Wales

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Establishing the building blocks for IT evolution
Connecting council and citizens
Create a safer and more accessible digital world
Driving better patient outcomes through digital learning

Watch our perspective on what you can take from the research

If this is the supply, what does demand look like?

Citizen Experience Excellence research 鈥� citizen services for all, experiences for one

Research conducted in conjunction with our Customer Experience Excellence team, examining the expectations of UK citizens from their interactions with government and public service providers. We鈥檝e surveyed citizens from 12 UK regions and had over 55,000 survey responses with 8,500 detailed verbatim comments. This is our 3rd year of collating the Citizen Experience Excellence report underpinned by the Six Pillars of Customer Experience 鈥� grounded in 14 years of research, 40 global markets and 4,000 brands evaluated globally.

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Fill out your contact details to request a complimentary meeting with us to discuss your digital maturity and potential routes towards improved, citizen-centric services.

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