Have you recently tried to access a government service and wondered why it can’t be as simple and easy as Amazon? Were you frustrated, like me, when required to print, complete and return a physical form rather than fill in a pre-populated online one?
In our recent survey of civil servants we wanted to understand how digital – the powerful combination of disruptive technologies underpinned by new business models – was being adopted across government. How is government seeking to enhance digital customer experience by optimising its digital infrastructure and insight from analytics?
Transformation = Restructure
Our Government Digital Trends Survey of nearly 4,500 civil servants over three years found they have a consistent understanding of what digital means. The most popular definitions chosen were ‘restructuring services’ followed by ‘improving online services’.
With government facing pressures from multiple directions, not least the challenge of implementing a successful exit from the European Union, civil servants view digital transformation as a win-win. Not only can it improve the quality of service that citizens receive, through the development of more convenient delivery models, but these same models can help government to reduce their costs.
But the sheer scale of changes facing the government means that the civil service needs to think harder about the way it works.
Breaking down ‘stove-pipe’ government
Adding to the skills gap I described in my previous blog, there are in-built structural challenges across government. Public services tend to adhere to ‘stove-piped’ models that have largely been left untouched for decades.
Departmental structures encourage civil servants to focus purely on their own priorities. The organisation of government provides little opportunity to consider how citizens’ needs cut across departmental boundaries.
The good news is that civil servants view the collection of data that underpins their operations as a core process. In 2017, civil servants told us that the most significant benefits of ‘big data’ were reducing expenditure (29%) and improving operational efficiency (21%). But opportunities for innovation in new processes (7%) and improving customer engagement (3%) trailed far behind.
Data-enabled government is needed
This example highlights the challenge and opportunity of digital transformation in government. A more innovative approach, such as a single interface for collecting data, is not only a source of efficiency. It allows government to remove the duplication of effort and provides a catalyst for the development of end-to-end processes that place the needs of citizens at the centre.
As government is understandably cautious by nature, digital transformation was initially limited to narrow front-end activities. The focus was on creating digital channels to ‘bolt on’ existing business processes, rather than redesigning processes endto end.
Yet government benefits from being one of the most ‘data-rich’ organisations. The growing number of data sets that are now generated, through the automation of processes, create huge opportunities to drive digital transformation. The Policy Exchange think tank suggested that the UK government could save up to £33 billion through improved data use.
What does data enabled digital government look like?
I think there is an urgent need for the joining and sharing of data across government to help civil and other public servants to plan more effective services targeted at those most in need.
There are several aspects to this data enabled digital government, including:
- Predictive analytics: Human resources tend to represent the largest single source of costs for government. Predictive analytics can maximise the efficiency of operations and improve workforce utilisation (helping government do more with – more often than not – less).
- Coordinated government analytics: Sharing data across government organisations drives benefits by avoiding the duplication of effort. But going beyond efficiency, the creation of cloud-based big data hubs leads to more personalised and targeted services.
And tailored and preventative approaches are urgently needed to address high cost social issues such as troubled families and health problems such as obesity. Predictive and coordinated analytics lend themselves to addressing these so called ‘wicked issues’ because they are so complex, fast moving and they involve changing the behaviour or gaining the commitment of individual citizens.