Why the public sector needs to embrace digital transformation

When it comes to digital, why don’t we demand from our government what we demand from other corporate entities?

Public Sector in the UK (Office of National Statistics March 2017) hires just a little more than 5.4m people. With tight budgets and limited resources, how does this work group service our community effectively and efficiently?

One of the answers is in Digital Transformation, and Microsoft Dynamics is the upcoming and in-demand enterprise and CRM solution that Universities, Local Government, NHS departments, Housing Associations and many other executive departments in central government are deploying.

Government organizations of all sizes can strengthen these relationships by cost-effectively and efficiently delivering higher levels of prompt, “citizen-centric” service using the same customer relationship management (CRM) tools and technologies widely adopted within the commercial sector.

The opening statement of the digital transformation strategy laid out by the Government in February this year, even stated: “By harnessing digital to build and deliver services, the government can transform the relationship between citizen and state.” And, the introduction of the GDS (Government Digital Service) was a huge stepping point, with the sole purpose of collaborating with the various departments to help them with their own digital transformation.

But, is this enough? There seemed to be little focus on digital strategy in the recent snap election – understandably, other issues dominated the headlines – but if the recent cyber-attack taught us anything, it’s that not staying on top of technological developments can be detrimental to our safety.

The Conservatives did outline in their manifesto that, they will: “create a new presumption of digital government services by default and an expectation that all government services are fully accessible online, with assisted digital support available for all public-sector websites.” Microsoft Dynamics CRM can help governments meet citizens’ expectations for efficient and accessible service, by offering a flexible platform that gives a 360-degree view of citizens’ and constituents’ information and needs, to quickly and easily resolve inquiries and issues.

However, a report by the National Audit office, published in March, highlighted that although they are seeing the demand for digital projects, Government departments do not currently have the skills or expertise to achieve overall objectives – particularly in managing transformation – projecting the need for 2,000 additional staff in digital roles within five years’ time. So, there is a huge opportunity for the Dynamics community.

With a vision is to “create opportunities within government to provide extraordinary value to citizens and constituents as well as to workers and leaders; change the way government runs from within and change the way government interacts with the world”, Microsoft are aware that this transformation won’t happen overnight; it takes a strategic approach and implementation needs to start now. They are already working with Governments around the world to deliver on 5 pillars of digital transformation:

  • Optimizing Government – optimizing the cost and operating efficiency of government with cloud computing.
  • Transforming Government Services – governments are using data analytics to innovate new government processes and services.
  • Empowering Employees – government workers are using the power of mobility to do their best work where they need to do it.
  • Engaging Citizens – deliver new and improved citizen services both in person and at scale enabled by the cloud.
  • Empowering Digital Government – digital transformation is having a major impact on government, as organizations optimize their operations, transform their services, empower employees and engage citizens.

The public sector communities need the very best talent to deliver outstanding customer service, and Cognitive sits at the heart of this industry with experts holding specialist knowledge in each of the public sector markets. So, if you’d like to discuss how to resource your transformation programme or look at interesting jobs opportunities, please contact






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  • BenChannell

    Optimizing Government – and optimizing: should be Optimising Government – optimising (UK English). also organizations optimize: should be organisations optimise.

    Digital by Default started in 1998 with the first programs being delivered from 2006 onwards

    Agile and DevOps and SixSigma has been in use on HM Government Program since 2008

    perhaps the title should be changed from

    “Why the public sector needs to embrace digital transformation” to

    “Why the commercial sector needs to embrace digital transformation to meet EU Data Protection Laws”