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Digital Transformation in Government

Digital transformation has a mixed track record across government. It has not yet provided a level of change that will allow government to further reduce costs while still meeting people’s needs.

The quality of service for personal taxpayers

HMRC aimed to move more customers online thereby reducing staff costs but significant numbers of staff were let go before technical improvements were completed leading to a collapse in service quality in 2015. Services have since improved.

Whitehall and Westminster signposts

Government Commercial and Contracting: an overview of the NAO’s work

This overview of the NAO’s work on the government’s management of contracting examines subjects including the government’s commercial capability, accountability and transparency, and its management of contracted-out service delivery.

12 May 2016