Digital transformation in the public sector: 7 principles for success

25th Mar, 2019

In its transformation strategy the government discusses harnessing digital to build and deliver services that will transform the relationship between citizen and state. It points out that, in areas where this transformation has started, there have been significant improvements in the citizen experience.

So what can public sector organisations do to boost their chances of delivering effective digital transformation that meets government's strategic aims?

Seven principles for success

Based on extensive research and experience, KPMG has articulated seven principles that can help drive the successful delivery of a transformation project.

  1. Transformation first. Focus on the outcomes you need not the technology. Transformation comes from new ways of working, not the technology itself. Wedging your visions into pre-defined solutions removes your potential to win. Instead, enable your project teams to meet an end-to-end outcome.
  2. People problems not technology problems. Solve the most pressing customer or user requirements first. Use your cross-functional focus to deliver easily adopted change that takes all users’ needs into account.
  3. System design. Design with the end in mind of both the work to be done and the user context. Be prepared to continuously iterate until the solution gets to 100%. And then be ready to be future flexible.
  4. Invest in analytics. If reporting is core to your design, you'll be able to use the data you collect to make efficiency decisions. It’s also useful when you have live process monitoring, so that you can see statistics in real time and remove any process logjams.
  5. Multiple iterations and continuous learning. Transformation does not have a ‘reset to normal’ button. Learning and change must continue with a constant test-and-learn cycle. Be open and flexible. Embrace an agile approach and deliver more effective results.
  6. Support interoperability. The panel at a recent UKA webinar agreed that APIs for the public good would underpin the next generation of public services. Be sure that any solution choice makes APIs low/no cost and easy to connect.
  7. Sound information governance. Where there's data there are security risks. It’s clear that IT needs effective control over information governance and security. But business teams need to deliver results. The opportunity is to allow IT oversight of all aspects of deployment, user access push to live, while business users get on with their transformation work in process automation.

Low-code helps you deliver

Using a low-code platform to build digital services helps organisations deliver projects in line with these seven principles. So we weren't surprised when the January 2019 SOCITM Policy Briefing identified low-code as a likely trend in public sector IT over the coming year. A low-code platform like Netcall MATS enables rapid development using component configuration, rather than complex coding. With the Netcall MATS Low-code solution, you can:

  • Empower users who understand a problem to solve it themselves
  • Build services that work seamlessly together and remove departmental silos
  • Work with a digital platform that integrates easily with your existing systems
  • Create new services using agile delivery methods
  • Support continuous improvement and easily iterate and improve in line with user feedback or regulatory change
  • Remove any bottlenecks with real-time process dashboards
  • Configure the platform to your governance needs
  • Create applications that are sustainable, secure and digital by default

Join us on 28 March to find out more

Hear more about how organisations are successfully delivering transformation at a breakfast briefing chaired by Doug Drinkwater of, and featuring members of Network Rail's senior IT team and Netcall's CTO. It's on Thursday 28 March 2019 at 30 St Mary Axe (The Gherkin). Sign up and see more on the agenda.

In the meantime, discover more about our solutions and who's benefiting from them by visiting the Netcall public sector solutions page or downloading our Low-code for local government brochure.

Did you know that we have an activity community with free-to-share accelerators? Read more here.

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