Revolutionising Digital Public Service Delivery: A UK Government Perspective

For public sector organizations across the world, the pressures for improved efficiency during the past decades are now accompanied by an equally strong need to revolutionise service delivery to create solutions that better meet citizens’ needs; to develop channels that offer efficiency and increase inclusion to all citizens being served; and to re-invent supply chains to deliver services faster, cheaper, and more effectively. But how do government organisations ensure investment in digital transformation delivers the intended outcomes after earlier “online government” and “e-government” initiatives produced little in terms of significant, sustainable benefits? Here we focus on how digitisation, built on open standards, is transforming the public sector’s relationship with its citizens. This paper provides a perspective of digital change efforts across the UK government as an illustration of the improvements taking place more broadly in the public sector. It provides a vision for the future of our digital world, revealing the symbiotic relationship between organisational change and digitisation, and offering insights into public service delivery in the digital economy