INDUSTRY // Gov. tech
Leadership and digital literacy are impacting public sector Digital Transformation
New research by Granicus, a leading provider of customer engagement and experience technology, reveals that despite AI and Machine Learning( ML)( 39 %), big data analytics( 30 %) and cybersecurity( 27 %) becoming the top priorities for the public sector, digital literacy( 25 %) and leadership and vision( 27 %) emerge as major barriers for Digital Transformation.
The research, which gathers insight from public sector workers in central government, local government and the NHS in the UK, reveals that of the essential skills most likely to prevent the adoption of better digital services in the future, 25 % of public sector respondents said digital literacy is a crucial skill to address. As a result, 30 % also said that training and development will be important in the next three years.
Although the data suggests the public sector views AI and data analytics as a priority for the future, the research reveals that the sector is not benefitting from existing investment in technology to enhance service delivery. Over half of respondents( 58 %) said they have the correct digital tools in place, but they could be utilised more effectively for stronger outcomes. Leadership and vision for AI and emerging technology is slowing adoption as the data suggests that both middle management( 36 %) and executive leadership( 34 %) are seen as key barriers.
Fifty-six percent of public sector workers also said poor communication and collaboration across departments has impeded the progress of digital initiatives and as a result, less than half of respondents( 46 %) are happy with their organisation’ s current digital services in place.
Ian Roberts, UK Managing Director of Granicus, said:“ Our new research has shined a light on the current state of digital services across the public sector, highlighting both challenges and opportunities for growth. From conversations with our customers, we know there’ s been a real shift to digitising services and improving frontline engagement with citizens and their communities over the past 12 months.
“ The rise of Artificial Intelligence and Machine Learning has clearly brought many advantages to the public sector in increasing workflows and operational efficiency. But as the research reveals, digital tools are in place across the public sector, but they aren’ t being used to maximum effect to benefit UK citizens. This will be key for local government especially, in not only maximising return on investment but also improving digital services and outcomes for the public.
“ At Granicus, we know that Digital Transformation is not just about technology, it’ s about the people. The research reveals that digital literacy is a key barrier to change, which means training and development and upskilling the workforce are key solutions to addressing this need for the public sector in the months ahead.” p
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