Digital Transformation in Northern Ireland
As people make increasing use of digital technology, they expect public services to be available `digital by default’ so that they can access information and do business with government online, 24 hours a day. Continuing to provide government services exclusively through traditional channels (i.e. face to face, by telephone and mail) is no longer acceptable since it incurs additional costs, often provides a poor citizen experience and often creates inefficiencies and delays.
The Digital Transformation Programme was established in 2008 within the Department of Finance. The initiative sought to transform citizen-facing service delivery across Northern Ireland public sector organisations and, as a result, provide a more efficient service for both customer and tax payer.
Our report will examine:
- the rationale for prioritising services to be transformed;
- the extent to which digitally-transformed projects have enhanced the customer experience and maximised savings for the public sector;
- the level of engagement with service users throughout the digitisation process; and
- the veracity of savings claimed to date from digital transformation.
We plan to publish our report in mid-2019.