Digital public services: the road ahead | #10YearsBTSS

2024 marks a decade of our flagship event, Building the Smarter State (BTSS). As techUK's premier public services conference, BTSS has become the go-to gathering for public sector digital leaders. Each year, the event attracts around 200 senior leaders and decision-makers from the public sector and technology industry, highlighting how technology is revolutionising public services and paving the way for a smarter state.

In celebration of the 10th anniversary of Building the Smarter State, we have invited 10 tech industry leaders to reflect on a decade of public sector digital transformation. These thought-provoking pieces will be published weekly over the next 10 weeks leading up to the event.

This week's thought leadership article is from John Bleasdale , Chief Architect for Public Sector at Kyndryl (one of BTSS 2024 panel sponsors).

In the last 10 years, we have witnessed an evolution in digital public services, driven by the need to meet the demands of an increasingly digital society. At Kyndryl, we have witnessed this modernisation firsthand, working with organisations like His Majesty’s Revenue and Customs (HMRC), Driver and Vehicle Licensing Agency (DVLA) UK Power Networks (UKPN). But with half of all government spending on computers dedicated to keeping legacy systems going, and the advent of new technology like AI making it increasingly evident that public sector organisations must work harder to keep pace, the coming years will be critical.

Ahead of “What’s Next for Digital Public Services”, our panel session at techUK’s Building the Smarter State Conference, I wanted to touch on some of the themes that we will look to explore.

A Decade of Progress

Cloud adoption and e-government initiatives implemented in the early 2010s laid the digital foundations for us to build upon today. Cloud computing, especially, has allowed public sector entities to scale operations, reduce costs and increase flexibility. However, it has also led to a two-speed system in which legacy technology has increasingly become a bottleneck, hampering efforts to innovate.

Next, developments in data-driven governance, AI?and automation built upon this foundation. This was only accelerated by the Covid-19 pandemic, which highlighted just how important it is that the public sector has access to the right technology and that these technologies integrate seamlessly to avoid any disruption.

After a quick re-cap of what has been a decade of progress, our panel will drill down into what’s next for the public sector. With the first wholly new government in over a decade taking the driving seat and technology developing rapidly, there’s a lot to dive into!

Defining Trends

There will be a number of defining trends that will shape the digital public sector in the next few years and beyond.

• Customer-centricity will be a strong theme that influences many decisions the government will make towards its IT systems. Online platforms and mobile apps that provide citizens with access to services and make government more convenient will grow over the next few years.
• Cybersecurity & data privacy are going to be big considerations for the digital public sector. How can government protect sensitive data and its infrastructure—especially with emerging technology—and ensure compliance to data privacy regulations such as UK GDPR?
• Sustainability will be a focal point for the government, ensuring that technology investments align with green initiatives and enhance efficiencies where possible.
• Infrastructure modernisation and the need to move away from legacy systems is where public sector organisations will need to accelerate if they are going to be able to meet ambitious targets and truly innovate in an increasingly hybrid cloud world.
• Utilising emerging technologies such as AI and generative AI will help us to better automate and secure public services. It will underpin many of the strategies around security, sustainability and modernisation and, when used effectively, will have a transformative impact, allowing public sector organisations to accelerate operations at scale and pace.?Kyndryl’s own Advanced Delivery initiative saw us use AI for automation of lower value tasks, allowing us to redeploy more than 5,500 delivery professionals to upskill for higher value roles and generate savings of over ￡200m/year.

Innovation First

While these themes will shape the public sector of the future, to achieve success in its transformation, it must create a culture of innovation and creativity. Here, taking inspiration from and forging partnerships with the private sector will be important.

Kyndryl, for example, worked with the data and insights consulting services provider Kantar to transform its IT and culture. Having recently successfully navigated its own technology transformation after separating from its parent company and establishing its own business identity and internal culture, Kyndryl was able to support with defining best practices to free Kantar from inherited cultural practices.

Another consideration for fostering this culture of innovation is upskilling civil servants. While some tasks may be automated, this will free up staff to learn new, modern skills, which will lead to higher value and more fulfilling work. Partnerships that put this at the heart of their modernisation strategy will be essential for public sector organisations.

The Role of Industry

How responsible is the government in its digital transformation journey? Industry has a role to play here, and the most successful transformation will be achieved when it is pursued collaboratively.

Strategic partnerships that combine creative problem-solving, collaboration and technical expertise will be key to driving digital transformation and unlocking innovative solutions within the public sector.

Overcoming technical debt—that is, the cost of future reworking or maintenance that arises when a software development or infrastructure team prioritises speed over long-term design—will also be where industry will have a vital role in supporting public sector modernisation.

With the rising demand for digitalization and seamless customer service, the Driver and Vehicle Licensing Agency (DVLA) has an ongoing program to modernise its existing systems.?Continuity of mainframe services during this transformation is critical to its success. By harnessing Kyndryl’s mainframe modernisation capabilities, the DVLA is able to maintain outstanding service levels to UK citizens, while navigating the transformation journey.

A Digital Public Sector

As the public sector continues its modernisation journey, the need for a more diverse array of technologies and solutions will grow. Its future lies in its ability to adapt and evolve continuously. There is a lot to discuss, from building a culture of innovation, to future-proofing transformation, to ensuring the appropriate use of emerging technologies.

In our panel, we’ll explore these trends in more detail, dive into examples from public sector organisations in their modernisation journey and hear about how embracing infrastructure modernisation and hybrid cloud environments will deliver results and meet the expectations of today’s and tomorrow’s digital citizens.?

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Celebrate 10 years of BTSS with us and gain insights from industry leaders on how technology is transforming public services and creating a smarter future.

Psst... Public sector delegates get their tickets for free!

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techUK is a membership organisation that brings together people, companies and organisations to realise the positive outcomes of what digital technology can achieve. We collaborate across business, government and stakeholders to fulfil the potential of technology to deliver a stronger society and a more sustainable future.

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