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