staff conference 2016 v2
TRANSCRIPT
Going DigitalIt’s not all about computers
Gareth Davies
This time last year…
What’s Digital Transformation
?
Digital Transformation @ GOV.UK
In Jan 2013, the government gave itself 400 days to transform 25 major services, making them digital by default and simpler, clearer and faster to use.
This was called the Digital Transformation Programme.
The programme ended in March 2015.
There are now over800 services in operation
Digital Transformation @ GOV.UK
DVLA – Vehicle Tax
• Use the service at anytime, on any device, anywhere.
• All I need is the 16 digit reference number & credit card.
• Still option to go the manual route “Assisted Digital”.
Is it simpler, clearer and faster?
DVLA – Vehicle Tax Is it transformational?
• Over 1.7 billion tax discs have been issued since 1921.• In 2013 42.2 million tax discs issued (over 72 tonnes).• Abolishing tax disc will save around £10 million every
year• Joining up other information in the background (MOT)
DVLA – Vehicle Tax
• £6.62 by post• £4.11 by
telephone• £0.22 online
Digital Transformation @ GOV.UK
1. Largest (transactions) processes.2. Created and applied a service & design standard.3. Setting up service design teams.4. Designed the service end to end, placing the user at
the centre. Put the user first.5. Building and testing in small chunks, working quickly
to deliver improvements to the service.
How and where did they start?
• 19th century organisational models & 20th century technology were serious constraints to 21st century service demands.
• Transforming separate, siloed teams or dept’s services one-by-one will never be good enough, or fast enough.
• That government needs to rethink how it works, and what sort of people it employs.
• That in order to make big change - to transform the relationship between citizen and state - we need to collaborate.
Digital Transformation @ GOV.UK Lessons learnt…
What’s our approach?
Digital Transformation Perspectives
1Re-envisioning the customer experience
2Re-envisioning
operational processes
3Combining the previous two
approaches to re-envision
business models
Source: Leading digital: Westerman, Bonnet & McAfee, 2014
Two strands of transformation
The How: Successful transformation depends as much on
how we manage digital transformation than solely on implementing new technologies
The What: Using digital technology to transform the
customer experience, operational processes and business models
Digital Capability
Leadership CapabilitySource: Leading digital: Westerman, Bonnet & McAfee, 2014
4 types of digital mastery
Digital Capability
Leadership Capability
Fashionistas
Digital Master
Beginners
Conservatives
• Many advanced digital features in silos
• No overarching vision• Digital culture may exist in silos
• Strong overarching vision• Digital initiatives generating
business value in measureable ways• Strong digital culture
• Management sceptical of digital tech• May be carrying out some
experiments• Immature digital culture
• Good vision, but underdeveloped• Few advanced digital features• Steps to build digital skills and culture
Source: Leading digital: Westerman, Bonnet & McAfee, 2014
Profitability of the 4 types
Digital Capability
Leadership CapabilitySource: Leading digital: Westerman, Bonnet & McAfee, 2014
-11% +26%
-24% +9%
Fashionistas
Digital Master
Beginners
Conservatives
Leadership Capabilities
1. Create a shared transformative vision of digital future.2. Create a team and a series of ‘ambassadors’ to drive
initiatives forward.3. Engage everyone at scale to make vision a reality.4. Establish strong digital governance to steer the course.
Qu. Would you volunteer to be a tester/early adopter of a new service/application or technology?
Qu. What is your preferred option for receiving news?
The approach?
1. Design customer experience from the ‘outside in’.2. Put customer data at the heart of the experience.3. Increase reach & engagement with smart digital
investment.4. Mesh the old and the new.
Digital Capabilities
Qu. What technology/capability should we be adopting and/or implementing?
Qu. What service/process would you transform first?
The approach?
What’s Velology?
Interest in collecting expired tax discs