The BBC has an ambition of extracting more value from its online presence and sees accelerating digital as essential to its success. To achieve this, the BBC is undertaking a digital transformation. The BBC is also seeking to enhance its digital portfolio, which includes iPlayer, Sounds, News and Sports. Our report will assess whether … Read more
Digital service delivery
Central government and departments now believe that delivering public services digitally could save billions of pounds annually and make the services better and more flexible for customers. 'Delivering services digitally' means much more than using websites to access services. Each step of the service process needs to take advantage of ways technology can replace manual processes, and information from various sources can be used to inform decision-making. Government needs to be able to get and make use of more comprehensive information, organisations need to work together, and systems have to be able to respond to changes in the needs and behaviours of both customers and staff, and ever changing technologies.
As well as all the wider issues to be addressed when transforming public services, delivering services digitally means managing specific challenges and risks, from integrating legacy IT systems to protecting service continuity and avoiding cyber crime. Achieving such a scale of change takes new skills and new ways of thinking, leadership, careful governance and risk management, and an ability to share lessons across government.
Key NAO publications:
- Digital Transformation in Government (Mar 2017)
- Protecting information across government (Sep 2016)
- Identity Assurance Programme (Dec 2014)
- Managing the risks of legacy ICT to public service delivery (Sep 2013)
- Digital Britain 2: Putting users at the heart of government's digital services (Mar 2013)
Audit committees should be scrutinising cyber security arrangements. To aid them, this guidance complements government advice by setting out high-level questions and issues for audit committees to consider.
28 Oct 2021
This report assesses the Home Office’s progress in delivering the National Law Enforcement Data Service programme to replace outdated police ICT systems.
10 Sep 2021
This report sets out the lessons for government and departments to learn from the experience of implementing digital change.
21 Jul 2021
This report examines the Digital Services at the Border programme to assess whether it has delivered value for money.
9 Dec 2020
This report considers what the Superfast Broadband Programme has delivered and the lessons for government’s roll-out of nationwide gigabit broadband.
16 Oct 2020
This report considers the readiness of the government to deliver its ambitions for digital transformation in the NHS in England.
15 May 2020
Outlining cloud services and their use in government, this guide suggests questions to ask at planning, implementation and management stages.
24 Apr 2019
An investigation into Verify, the government’s identity verification platform. It examines its performance, costs and benefits.
5 Mar 2019
Transformation programmes can be highly complicated and risky. This guidance assists those overseeing them by setting out questions committees should ask during set-up, delivery and live-running phases.
24 May 2018