Better Digital Government: Obstacles and Vision

Discussion paper

Just ten years ago, the UK’s approach to digital government was held up as a global exemplar of innovation, and services such as Gov.UK were copied around the world. The emphasis then was on more user-centred services, agile working, procurement practices  and the market of government suppliers. 

But what was once cutting edge is now lagging behind. What was important then - open standards, spend controls, a level playing field for SMEs and startups and a successful, well-marketed and high-profile website consolidation exercise - became insufficient to improve the nature of the British state. Rather than move up a gear, the opposite in fact happened: focus and investment shifted, ambition dipped, and clarity of purpose dimmed. 

This Summer, the headlines have been dominated by two prominent digital failures which have had a very tangible impact on all us: the delay in establishing a viable Test and Trace system, and the widespread misery caused by Ofqual’s A-level grade awards.  Whilst the crisis also showcased some more successful digitally enabled government services, such as the COVID-19 job retention scheme, government digital services have not kept pace with the increase in citizens’ expectations of quality and accessibility. 

At the same time, the use of data and digital technologies to transform government’s internal processes is behind the curve; up to 60% of the cost of public services is spent on service failure.  If we are to meet the very considerable challenges of the next 5 years, there must be a radical step change in government digital capability. 

With our fiscal position deteriorating rapidly, digital transformation of public services becomes not only desirable but essential. 

This paper sets out a vision for a new government digital strategy, informed by a set of core principles.  It identifies a set of key inhibitors to progress.  It is designed to open up a conversation around a really progressive government digital strategy, and the steps we would need to take to achieve that. 

We want to hear from people within government and the wider public sector, but also those who use services and those in the worlds of business, technology, academia and the third sector.   Please share any feedback, comments or suggestions to commission@governsmarter.org