Users 'being forgotten' in digital transformation

Only 12 per cent of public sector bodies are actively involving citizens in the design of digital services, according to new research.

A survey by business advisory firm Deloitte found the public sector across the UK "lack the culture, skills, governance and leadership" to successfully deliver digital services.

A total of 86 per cent of respondents across central and local public sector bodies throughout the UK said such transformation is essential.

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However, only half claimed to have the ability to capture citizens' views and preferences, with even fewer using them.

Joel Bellman, public sector digital partner at Deloitte, said: “Citizens are accustomed to excellent digital services in other areas of their lives and do not accept that Government is immune from this.

“Our survey finds a disconnect between those designing digital public service and those that will use them.”

A total of 89 per cent of respondents said their organisation is pursuing digital services to cut costs.

However, less than a third (32 per cent) said that funding for the shift to digital within their organisations has increased, while 28 per cent have the right level of resources available to bring in expertise.

A quarter of respondents said their organisation has sufficient skills within the organisation to execute their digital plans with a third saying their organisation’s leaders have the right level of digital skills.

Overall, just one third have confidence that their organisation is well-placed to respond to digital trends.

In addition, 83 per cent believed that procurement rules hinder their ability to source digital services, despite 74 cent saying that they rely on outsourced expertise.

Bellman said: “The technology is there for the public sector to take advantage, yet they lack the culture, skills, governance and leadership to do so.

“The public sector needs to ramp up its digital skills, just one quarter saying they have the right skills in place is not a good omen.

“Funding is clearly going to be difficult in an age of austerity but digital is a route to long term savings.”