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How to achieve successful public sector digital transformations
Businesses are drowning in digital choices, as each new solution vies for attention as the next big thing. With so many options available, it’s not uncommon for those tasked with delivering a digital transformation to find themselves in an ongoing state of analysis paralysis.
However, if you’ve been asked to deliver such a project for your public or private sector organisation, the last thing you want to be is lost in the process. With so much at stake, clarity becomes your greatest asset – and one that can help you avoid some very costly mistakes.
So how do you approach a digital transformation project with maximum clarity?
As RSM’s Government and Public Sector Consulting team, our experienced advisors have worked alongside numerous public service teams to guide the successful delivery of new digital solutions.
Having seen what works, here are three core aspects of the transformation journey that are worth paying careful attention to.
1. The business case for digital transformation
Your business case is the perfect decision-making tool. When done well, it creates structure before you even begin, and serves to align stakeholders on all of the most important elements of the project.
Define your vision, priorities, and strategy
In developing your business case, you will want to get very clear about the answers to these questions:
- What problem are we solving, and why does it matter?
- What are the available solutions, and how do they compare?
- What are the costs, benefits, risks and timing of each option?
- How will the preferred solution be implemented and adopted?
When you can clearly articulate answers to all of these, you (and the stakeholders you’re working with) are empowered to make informed decisions that deliver real value.
2. The selection process - choosing the right digital tools
Once you’re confident in your business case, the next step is to prepare for a highly structured evaluation process to select the right help to deliver your digital solution.
The goal in services procurement is to maximise value, especially for government buyers who must meet the value for money test.
A vendor with the right skills to support your digital transformation is a great asset when it comes to selecting the digital solution itself – which will involve asking questions like:
- Does this support our future goals?
- Will it improve how we deliver our core business and be easy to adopt?
- Can it adapt and scale with our needs?
- Does it meet regulatory requirements and protect sensitive data?
- What do we need to roll it out effectively?
- Does this offer value for money (which is ultimately a combination of the above)?
If you’re unsure about the ease of adoption for certain digital solutions, your digital transformation partner can liaise with vendors on your behalf – for example, to request case studies. They may be able to connect you with an existing client who can provide real-world insights, including any pitfalls and opportunities they experienced when rolling out that particular solution.
Remember that digital transformation is often a long process and wrong decisions can turn out to be a nightmare. Any action you need to take to gain greater assurance before contracts are signed could prove invaluable later on.
Modernise and consolidate your tech stack
While you are selecting new digital tools, it’s worth considering how it will fit with your existing technology stack, and whether there is scope to consolidate. Working with an experienced digital transformation partner can help you to develop a cohesive technology ecosystem. Some key benefits to consider include:
- Efficient interactions: Streamline processes to enhance user experience, improve service delivery, and boost community satisfaction.
- Robust security: Build trust with users by providing secure and fast access to services, and protecting their personal information through hardened modern systems.
- Data integration: Break down silos for real-time data access, enabling quick, informed decisions to meet citizen needs.
- Cloud services: Embrace cloud solutions for greater flexibility and scalability, driving cost savings and efficiency in public sector operations.
3. The roadmap
When you’ve chosen a digital solution that ticks all the boxes, you will want to develop a clear roadmap for implementation before going any further.
A roadmap can vary greatly in its level of detail. Some suggestions on what to include at a minimum are:
- Vision and objectives.
- Major initiatives, their timing, associated phases and milestones.Governance, tolerance thresholds and key decisions.
- Integration with existing systems.
- Major dependencies from other programs and projects.
- Change management, training and support for adoption.
- Plans for future updates and optimisations (depending on the horizon of your roadmap).
Your roadmap should be complemented with robust program and project documentation (e.g., program management plan, benefits plan, risk and issues management plan, etc.).
Working with a multidisciplinary team as part of this process will ensure all key perspectives – technical, business, commercial, operational, and end user – are considered from the outset.
Engaging stakeholders early on also makes it easier to identify potential roadblocks, plan for more streamlined integration with existing systems, and drive stronger adoption across the organisation. These people often become your first change champions – sparking enthusiasm among users, being able to answer questions, and guiding others through the change.
Why do public sector digital transformations fall short?
Despite the potential benefits of digital transformation, many public sector initiatives fail to meet their objectives. High costs associated with implementing new systems and technologies can deter organisations from pursuing ambitious projects. Budget constraints make it challenging to invest in the latest tools and platforms, thus limiting the potential for transformative change.
Additionally, high compliance standards imposed on public sector organizations can create obstacles to innovation. The need to adhere to regulations often leads to a risk-averse culture, where stakeholders hesitate to embrace new technologies or methodologies. This hesitancy undermines the driving force behind digital transformation, stifling progress and ultimately resulting in projects that fail to deliver the desired outcomes.
How RSM can help
As more digital transformation unfolds in the public sector, we’ve watched keenly as initiatives such as myGov, online ATO services, and Australia’s Digital ID System have been rolled out to millions of people.
It’s no small task – especially when you're dealing with the diverse Australian public as your end users!
For government departments of all sizes, whether your users are public servants or the wider public, any digital transformation project is going to feel stressful. Yet it can also be very exciting, particularly when the end result is letting go of archaic ways of working and realising a completely new level of convenience and efficiency.
If you feel your team would benefit from working with experienced consultants who can help you achieve clarity throughout the digital transformation process, please get in touch.
You may wish to engage us to:
- Develop a compelling business case
- Assist with defining project scope
- Liaise with vendors on your behalf
- Negotiate with your chosen vendor
- Plan for implementation
FOR MORE INFORMATION
For a confidential discussion about how RSM can assist with your next digital transformation project, contact our Government and Public Sector Consulting Director, Michael Clark.
