Public service transformation: A strategic approach

Public services in the UK play a vital role in the lives of millions, yet too often, people experience them as fragmented and inconsistent. The recently published State of Digital Government Review lays bare significant challenges in the UK public sector’s use of technology and data. Despite spending £26 billion annually on digital initiatives, almost half of public services remain analog and satisfaction with these services has dropped over the past decade. Legacy technology, siloed ways of working, and varying service standards create friction for both citizens and public servants, making it harder to deliver efficient, user-centred outcomes. Service transformation is a strategic approach that offers a way forward - the reimagining of how services are designed and delivered by breaking down barriers, modernising technology, and putting people at the heart of change. Done right, it can unlock seamless, accessible, and effective public services that truly meet the needs of those who rely on them.

The challenge: Doing more with the same

The public sector must deliver better outcomes without a significant increase in resources.  We know there is a drive to reduce the civil service by 15% whilst still continuing to drive transformation and provide excellent public services. Traditional funding models, which often prioritize individual departmental budgets over holistic service delivery, are no longer fit for purpose. A new approach is needed - one that maximizes value for money while improving the user experience. However, the current state of digital government is failing to drive change at the speed or scale required. Without a more systematic and joined-up transformation, the ambition of truly user-centred, efficient public services will remain out of reach.

Public service transformation: A path to connected Government

There is no quick fix to these challenges, but service transformation must be at the heart of the government’s strategy to overcome them. This requires more than just digital improvements - it demands a fundamental shift in how departments collaborate, structure themselves, and deliver services. Transformation should extend beyond digital teams to reshape organizational and operational models, ensuring that from a user’s perspective, government works as a seamless, joined-up system - more like One Civil Service and less like a collection of separate entities.  

Service transformation isn't a new concept; it has been on the government’s radar for some time as a necessary step to improve public services and drive efficiencies. Efforts to streamline and modernize how services are delivered have been ongoing for years, with some examples including; 

• The Gov.UK OneLogin programme makes it easier for citizens to access different services.
• The Shared Services Strategy for Government, launched in 2021, aims to replace fragmented legacy systems with modern standardized processes to improve efficiency. 
• Initiatives like One Big Thing encourage civil servants to engage with cross-government priorities, fostering a culture of innovation and shared learning

The recent A Blueprint for Modern Digital Government strategy continues this trajectory, placing public service transformation at the heart of its vision for the future, redefining how services are structured. The blueprint acknowledges the need for more integrated, user-centred services and outlines how digital technologies, including AI, can be leveraged to create more efficient and responsive government services. 

Three key pillars of successful public service transformation for Senior Responsible Owners (SROs) and Deputy Directors

In our experience, there are three key principles to successful service transformation: 

1. Deliver around missions

• Service transformation should be purpose-driven, driven by clear missions to boost engagement and provide the necessary drive to succeed.
• These missions should be structured around long-term strategic goals which deliver outcomes that are meaningful for the daily lives of citizens and communities
• A well-defined mission needs to be underpinned by a deep understanding of user needs. This understanding of the needs, pain points, and expectations of those who utilize government services will ensure the design of a more effective and adopted service.
• A clear mission and centralized coordinating department are essential to drive collaboration and build a set of common goals and shared purpose across departments. A more unified approach helps to break down siloes and ensures resources are used effectively and efforts are not duplicated.
• Senior leaders must focus on identifying key national priorities, assessing risks, and ensuring resources are effectively coordinated to meet mission objectives. 

2. Leveraging digital technologies and data

• Digital technologies are key enablers for modernising public services. Effectively utilising data is also crucial for informed decision-making, personalization, and efficiency gains.
• Artificial intelligence (AI) is quickly emerging as a particularly powerful tool for streamlining public services and enhancing efficiency across various departments. 
• AI has the potential to automate routine tasks and free up civil servants for more complex work. Furthermore, it can enhance public-facing services through chatbots and virtual assistants providing 24/7 support, as well as improve fraud detection and enable the personalization of services.
• The emphasis on interdepartmental collaboration to facilitate data sharing is also a key aspect of enabling AI to achieve its potential and unlock the greatest transformational impact for citizens.

3. Policy simplification as an enabler

• Bring policy into the transformation process to be a co-designer in the service transformation. Policy can't be an afterthought as policy is often complex and can lead to processes and services that are difficult for both citizens and government staff to navigate.
• Service transformation provides an opportunity to really question policy and redesign to ensure it drives the right outcomes.
• Complex and disparate policies across different government departments can be a barrier to creating joined-up, end-to-end services.
• Simplifying policies can help to align regulations and processes, making it easier for different parts of the government to work together and provide a more seamless experience for the user.

In short, in light of the current siloed nature of government departments, compartmentalization of budgets and resources may be useful when allocating budget and making policy decisions. However, it also ultimately presents a barrier to building truly integrated services for citizens that we have come to expect from our experience in the private sector. Whilst a full restructuring of the civil service would take decades of government-backed effort, public service transformation offers a workable solution in today’s context to provide citizens with more joined-up services.

At Clarasys, our purpose-driven approach to public service transformation can help you unlock seamless, accessible, and effective services. Our expertise in aligning services around specific missions, leveraging digital technologies, and simplifying processes will ensure that your department operates as One Civil Service and delivers policy outcomes. Get in touch to learn more about how we can assist you in reimagining frontline operations for the digital age and transforming public services.