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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.

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Workmen laying cables

Improving Broadband

This report considers what the Superfast Broadband Programme has delivered and the lessons for government’s roll-out of nationwide gigabit broadband.

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Published:
16 Oct 2020