Efficiency, both in terms of time and costs, is paramount across the public sector and this is prompting major work to digitalise all aspects of how the sector works.
Whether relating to legacy technology, budgetary constraints, or a lack of skills, a number of challenges remain in the way of achieving the goal of public sector digital transformation. In order to consider these challenges, as well as some of the strategies that can be implemented, Public Sector Executive hosted its Digitalisation of the Public Sector online conference.
Graham Lewis, Hyland – Keynote
As global public sector IT spending is projected to exceed 500 billion by 2025, the shift towards cloud-based solutions is accelerating. More than 130 countries have already implemented digital identity programmes, streamlining access to essential services such as healthcare, education, and social security.
However, the journey towards digitalisation is not without its challenges. Studies indicate that 70% of digital transformation projects face delays, primarily due to outdated legacy systems and organisational resistance. The first session of the conference featured a keynote speech from Graham Lewis, Public Sector Lead for the UK and Ireland at Hyland, who shed light on the data challenges faced by public sector organisations. He introduced a fascinating analogy between building a jigsaw puzzle and managing data, emphasising the importance of understanding both structured and unstructured data to gain a complete picture of organisational information.
Graham discussed the significant role of artificial intelligence in public sector innovation, urging organisations to prepare their unstructured data for AI applications. With unstructured data representing about 80% of information assets, the need for effective data governance and management has never been more crucial. He introduced Hyland's Content Innovation Cloud, which offers a new approach to managing data without the need for consolidation, migration, or replacement of existing systems.
Secure by Design Digital Transformation
In an age where digital transformation is paramount, the public sector faces unique challenges in ensuring that security is not an afterthought but a foundational element of any digital initiative. In the first panel discussion of the day, a number of experts came together to discuss the critical importance of a secure-by-design approach and the multifaceted challenges that come with it.
John Keegan, Head of Digital Security at the Department for Work and Pensions, emphasised that security must be integrated into the culture of digital transformation. He articulated the need to shift from a reactive approach to one that embeds security controls from the outset. This proactive stance not only mitigates risks but also simplifies the process for engineers and developers, making security the default rather than an additional hurdle.
Tony Proctor, a Security and Information Risk Advisor, pointed out the daunting cybersecurity challenges that the public sector faces, including the vast amounts of personally identifiable information it manages. He highlighted the importance of compliance with regulations such as GDPR, the complexities of managing extensive supply chains, and the perennial issue of legacy systems that are often resistant to updates. Proctor also raised concerns about the competition for cybersecurity resources, urging for appropriate investment and training to develop the skills necessary to combat evolving threats.
Tom Spiers, Service Director of Customer and Digital Services, echoed these sentiments, stressing the need for a holistic approach to security that extends beyond IT departments. He advocated for corporate ownership of cybersecurity, ensuring that every team within an organisation understands their role in maintaining security throughout the digital transformation process.
The panel also addressed the importance of training and upskilling employees to create a culture of security awareness. With the threat landscape constantly evolving, it is crucial that public sector organisations invest in their workforce, fostering a mindset that prioritises security at every level.
As the discussion progressed, the panel explored the balance between embracing digital innovation and maintaining robust security measures. The consensus was clear: while innovation is essential for progress, it must not come at the expense of security. By implementing frameworks and standards, organisations can ensure that they are not only compliant but also resilient against potential threats.
Douglas Hamandishe, Medway Council – Keynote
In today's rapidly evolving world, local authorities are under immense pressure to adapt and innovate. In the second keynote of the day, delegates were addressed by Councillor Douglas Hamandishe, Deputy Mayor at Medway Council, who is at the forefront of digital transformation in public services. With over 20 years of experience in the health and local government sectors, Douglas holds a wealth of knowledge on how technology can be harnessed to improve service delivery.
As councils face significant funding cuts, the challenge of doing more with less has never been more pressing. Douglas highlighted the importance of reimagining local authorities' roles and responsibilities, especially in light of devolution and the changing landscape of public services. He discussed the need for councils to modernise their engagement with citizens and improve access to services through technology.
One of the key themes of the keynote was the importance of data. Local authorities hold a rich repository of data that, when effectively managed, can lead to better insights and improved service delivery. However, many councils struggle with siloed data systems that hinder their ability to respond to citizens' needs in real time. Douglas emphasised the need for a unified approach to data management and the implementation of modern technology to enhance efficiency.
Moreover, the keynote delved into the role of artificial intelligence in the public sector. With advancements in technology making it cheaper and more accessible, Douglas argued that councils must embrace these innovations to enhance their operations and provide better services to citizens. This includes leveraging AI for data analysis and improving communication channels between local authorities and the public.
AI Innovation
Artificial intelligence is no longer a futuristic concept; it is actively reshaping the landscape of government services and local authorities. In the second leaders’ debate of the conference, the expert panel delved into the myriad ways AI is driving efficiency and transforming public service delivery. With the UK government investing over a billion pounds under the UK AI strategy, the momentum for AI adoption is palpable.
One of the key takeaways from the discussion was the importance of data management. Dr Jan Blumel highlighted that the effectiveness of AI applications significantly depends on the quality and organisation of the data fed into them. Fragmented data systems can hinder the potential benefits of AI, making it essential for local authorities to streamline their data processes before deploying AI solutions.
Trust in AI systems emerged as another critical theme. As Alex Hay pointed out, staff perceptions of AI can often be met with scepticism, particularly regarding job security. However, by focusing on the most time consuming aspects of their roles, AI can enhance productivity rather than replace human workers. This sentiment was echoed by Ben Ankers, who noted that demonstrating the practical benefits of AI through pilot programmes can help build trust among practitioners.
Ethical considerations and data security are paramount in the deployment of AI in public services. The panel stressed the need for regulatory compliance and the ethical management of data to mitigate any potential risks associated with AI technologies. Amrit Johal emphasised the importance of implementing AI in a gradual, controlled manner, ensuring that all stakeholders are on board and informed about the technology's capabilities and limitations.
IT Infrastructure
In the penultimate session of the day, delegates were offered an insight into the intricate world of IT infrastructure within the public sector, featuring a panel of experts who brought a wealth of knowledge and experience to the table. With the rapid advancement of technology, local governments face the pressing challenge of modernising their IT frameworks while navigating budget constraints and legacy systems.
The discussion kicked off with an exploration of the importance of understanding existing IT assets. Helen Coomb, Cabinet member for Resources and Transformation at the London Borough of Redbridge, emphasised the need for local governments to have a clear inventory of their IT resources. This knowledge is crucial for ensuring that investments are made wisely and that existing systems are utilised to their full potential.
Jonathan Pownall from the National Audit Office highlighted the long-standing aim of addressing legacy systems, noting that despite numerous government strategies over the past 25 years, progress has been slow. The complexities associated with outdated systems often hinder the ability to streamline operations and improve data access, leading to inefficiencies in service delivery.
As the conversation continued, Kurt Frary, Head of IT for Norfolk County Council, discussed the critical role technology plays in enhancing public services. He pointed out that by leveraging data and digital tools, local governments can better understand the needs of their constituents and deliver services more effectively. This perspective is particularly important in an era where citizens expect seamless and responsive public services.
Cybersecurity also emerged as a key concern throughout the discussion, with the panel acknowledging the increasing sophistication of cyber threats. Paul Mardling, Chief Technology Officer at Redcentric Solutions, stressed the importance of having robust security measures in place to protect sensitive data and maintain public trust. The conversation also touched on the need for continuous training and awareness among staff to mitigate risks associated with phishing and other cyber threats.
The panellists were also in agreement that collaboration is essential for overcoming the challenges faced by local governments. By sharing knowledge and resources, councils can learn from one another and implement best practices in IT modernisation. Initiatives like the London Office of Technology and Innovation exemplify the power of collective effort in driving innovation across the public sector.
Digital Inclusion
In an increasingly digital world, the issue of digital inclusion has never been more pressing. With over 11 million people in the UK facing digital exclusion, the barriers to education, employment, and essential services are significant. In the final session of the conference, panellists looked into the critical topic of digital inclusion with a panel of experts who are dedicated to bridging the digital divide.
The panel discussed the importance of understanding the needs of those who are digitally excluded and emphasises a people-first approach. Freyja Lockwood, Digital Innovation and Transformation Programme Manager for the West of England Mayoral Combined Authority, highlighted the necessity of designing services and products that cater to the needs of the community. By applying human-centred design principles, we can ensure that digital services are accessible to everyone, particularly those who may feel left behind.
Helen Johnson from Stockport Council shared insights into the community-led initiatives that have been implemented since 2018. By collaborating with local partners, they have developed programmes aimed at supporting residents in accessing digital resources. The emphasis on community libraries as hubs for digital support is a testament to the importance of grassroots efforts in tackling digital exclusion.
Rob Walker, Programme Manager for Digital Innovation in Sheffield, reinforced the notion that digital inclusion is a collective responsibility. He stressed the need for collaboration across sectors, including local governments, businesses, and community organisations. This unified approach is essential for creating sustainable solutions that benefit everyone.
The discussion also touched on the unique challenges faced by rural communities, where access to technology and connectivity can be hampered by geographical barriers. The panellists acknowledged that without addressing these challenges, the risks of further exclusion are heightened, particularly for vulnerable groups.
To hear all of the insights from the panels across the day, watch the whole online conference on demand here.
