3 keys for public sector digital transformation in the UK

By: John Bleasdale

The United Kingdom’s public services sector is accelerating its digital revolution.

Cloud adoption and e-government initiatives implemented in the early 2010s laid the digital foundation, allowing public sector organizations to scale operations, reduce costs and increase flexibility. Developments in data-driven governance, AI and automation have led to even greater advances.

However, progress hasn’t come without challenges. The pandemic highlighted how critical it is for the public sector to have modern technology that can adapt rapidly. While many new services were set up during this period, nearly half of all government IT spending in the U.K. is still used to keep legacy systems running.¹ This delayed modernization hampers innovation.

With the technology landscape continually evolving, public-sector organizations must work harder to meet the needs of an increasingly digital society. Here are three key strategies for continued growth:

1. Keep pace with defining trends

Several trends will shape the digital public sector over the next few years:

• Customer-centricity. The citizen experience will influence many decisions the government makes about its IT systems. Online platforms and mobile apps that streamline processes and provide convenient access to services will become even more popular as government bodies seek to reimagine customer service.
  
  
• Cybersecurity and data privacy. Government agencies will need policies and processes in place to secure sensitive data and protect critical infrastructure against cyberattacks while ensuring compliance with the General Data Protection Regulation (GDPR)² and a host of new cyber resiliency rules.
  
  
• Sustainability. IT teams can help public sector organizations meet their sustainability objectives by aligning technology investments with green initiatives. Over time, energy-efficient technologies and renewable energy will help government agencies reduce greenhouse gas emissions and lower operational costs. 
  
  
• Infrastructure modernization. To remain relevant and secure, public sector organizations need to expedite the move to modern IT operating models. A digital-first approach gives government agencies tools for the future, enabling them to provide citizens with the type of digital services they’re accustomed to as consumers.
   
• Emerging technologies. AI and generative AI will underpin many strategies to automate and secure public services. When deployed effectively, these and other emerging technologies will help public sector organizations increase efficiencies and improve operations at speed and scale.

2. Foster creativity and innovation

The most successful IT modernizations blend technical innovation with cultural transformation. Government departments can often draw inspiration for these projects from private-sector partnerships.

For example, when data and insights consulting services provider Kantar was modernizing its IT infrastructure and moving its operations to the cloud, we shared insights and best practices from our own technology and cultural transformation. Kantar adopted an engineering-centric strategy for culture change, and employees are now empowered to take a proactive, experiential approach to resolving IT issues. 

Public sector organizations can also nurture innovation and creativity by upskilling civil servants. Automating routine tasks frees staff to learn new skills and focus on higher-profile projects, increasing value for the organization and providing more fulfilling work for employees.

3. Collaborate with private industry

Strategic industry partnerships that combine creative problem-solving, collaboration and technical expertise will prove pivotal in driving digital transformation and unlocking innovative solutions within the public sector.

For instance, UK Power Networks, a distribution network operator (DNO) for electricity across London and the South East, needed a more efficient approach to developing and releasing new offerings. As the nation’s first independent distribution system operator (DSO),³ UKPN also required a quicker and more fluid way to manage green electricity supply across the network.

We worked with UKPN to enable a Microsoft Azure cloud-based environment for faster deployment, increased innovation and higher operational resiliency. The project involved using automation through the creation of Infrastructure as Code (IaC) pipelines, conducting cloud-native builds in Azure, and hosting mission-critical systems on the cloud to manage the electricity supply for 8.5 million customers.

Overcoming technical debt—the cost of future reworking or maintenance caused when a software development or infrastructure team prioritizes speed over long-term design—is another area where industry can support public sector modernization

Consider HMRC, which sought efficient and low-risk routes to modernize and eliminate technical debt across its mainframe estate. The department contracted Kyndryl through the G-Cloud framework⁴ to manage a proportion of HMRC’s mainframe services and conduct discovery work to prepare for modernization. This alliance will facilitate the department’s journey to a modern IT architecture.

Moving toward a digital public sector

The need for more diverse technologies and solutions will grow as the U.K.’s public sector continues its modernization journey. Embracing infrastructure transformation and hybrid cloud environments will deliver results and meet the expectations of today’s—and tomorrow’s—digital citizens.

John Bleasdale is Chief Architect for the United Kingdom Public Sector at Kyndryl.

¹ U.K. public sector IT: Is legacy software the real problem?, techUK, April 2024

² What is GDPR, the EU’s new data protection law?, GDPR.edu, September 2024

³ Britain’s first independent DSO launched, Smart Energy International, May 2023

⁴ Applying to the G-Cloud framework, Gov.UK, September 2024