What ten years of transforming the UK Government can teach the private sector

Ten years ago, driven by Baroness Martha Lane-Fox, the Government changed the way they approached digital services. The outcome was services designed around the user; not the needs that ministers or policy teams thought that the users had. Fast-forward ten years and the world has changed. The digital revolution is by no means complete (the test and trace fiasco is testament to that), but it is proceeding, and is now coming up against entirely new challenges. COVID, climate changes and a hard Brexit will require new systems and processes.

So, what does that tell us about how the private sector should set their own digital paths:

• For many reasons, customers' needs can change virtually overnight - so you’d better prepare
• A user-centred, agile approach can help you deliver this
• You don't need to look too closely at the Government to see excellent examples of digital services - when the Office of the Public Guardian moved +1m complex Power of Attorney applications online with a resulting 5-fold increase in productivity... says it all
• Digital transformation used to proceed at a leisurely pace, yet now it has to happen overnight. Getting your "north star" right quickly is vital, and that can only happen if the very top management buys into the change

... and if you don't act now your future won't be long, but don't worry, it will be quick!