Digital

NAO: The challenges of implementing digital change

To deliver digital business change effectively, senior government decision-makers need to better understand the business, technical and delivery risks associated with digital programmes, a new report by the National Audit Office (NAO) has found.

Transformation of public services is increasingly led by digitally enabled business change and it is essential that public bodies deliver high quality digital services in a time when our way of life is increasingly digital, the report said.

It also said that despite 25 years of government strategies and countless attempts to deliver digital business change successfully, there is a consistent pattern of underperformance.

They reported that this underperformance is often the result of decision-makers fixing on technology solutions before fundamental aspects of projects and programmes are sufficiently thought through.

The NAO found that only a small proportion of senior officials in government have first-hand experience of digital business change and as a result many lack sufficient understanding of the technical and delivery risks for which they are responsible.

Many of the problems that occur in large digital operational change programmes stem from senior decision-makers’ inability to understand the issues and make the decisions required to implement digital change in an effective way, it was reported.


It also found that pressures on public finances mean there is an urgent need for those designing and delivering digital business change programmes to learn from past mistakes.

The NAO’s work shows that there are six vital areas decision-makers need to get right if they are to stand the best chance of delivering these projects successfully:

  • Understanding aim, ambition and risk.
  • Engaging commercial partners.
  • Approach to legacy systems and data.
  • Using the right mix of capability.
  • Choice of delivery method.
  • Effective funding mechanisms.

The NAO recommends that the Central Digital and Data Office, along with the Government Digital Service and the Cabinet Office, reviews and applies lessons learned from past failures and successes to improve the government’s delivery of digital programmes.

The report said the government should revise existing training programmes to better equip decision-makers who are responsible for digital transformation programmes.

It also said that individual departments and public bodies should ensure that senior digital, data and technology colleagues have greater influence on digital change programmes.

Commenting, Head of the NAO, Gareth Davies said:

“Whilst digital leaders bring much needed expertise to the public sector, they often struggle to get the understanding and support they need from senior decision-makers, who lack knowledge in this area.

“There has been a consistent pattern of underperformance in delivering digital business change, often resulting from decisions on technology being taken too early, before the business problem is properly understood.

“Government must learn from past experience and better equip senior leaders if it is to improve its track record of delivering digital change.”


PSE will be hosting a Digital Transformation Virtual Festival on 14 October. Join us for the full day event by registering here.

Public Sector Executive, Feb/March, Cover

PSE Feb/March, 23

Greater choice, greater results

Our February/March 2023 edition of PSE brings you expert comment and analysis on a range of key public sector topics, from EV infrastructure to Digital transformation and reducing carbon emissions. Learn how the UK Government is investing in highway and freight innovation or read Cllr Matthew Hicks discuss the first step towards an exciting future for Suffolk, alongside so much more…

Videos...

View all videos
#PSE365: Public Sector Decarbonisation

Be A Part Of It!

PSE365: Public Sector Decarbonisation Virtual Event | 21 Mar 2023

PSE has created a full calendar of events to address the most important issues that influence the delivery of public sector services. 

Over 365 days you’ll have the opportunity to hear from a range of highly motivating, informative and inspirational speakers. These speakers will equip you with knowledge and unique insight to enable you to overcome the challenges that you face.

Industry Survey

What are the biggest issues facing the Public Sector?

 Public Sector Executive is undergoing some in-depth research around the issues the Public Sector is facing and the importance of deploying and using new technology within Public Sector organisations. 

We are asking for your help to better understand how public sector organisations are utilising technology to support their digital strategy and your opinion on what the biggest issues facing the public sector are.

This survey only takes a couple of minutes to complete and to thank you for your time and for filling out our survey, we'll enter you into a prize draw to win a £50 Amazon voucher.

In order to assist public sector organisations with improving their existing technology estate, we hope to leverage our findings to share best practises and innovations across the public sector.

More articles...

View all