Reflections from the Government Transformation Summit 2024

Here are some key takeaways from our discussions and the broader summit.

What is the Summit all about?

The Government Transformation Summit is part of Government Transformation Week, a series of events focused on the digital transformation journey crucial for all levels of government. The summit brings together over 300 central and local government leaders, along with technology and solution providers, to discuss how to make public services more inclusive, seamless and user-centric.

Tackling data integration and environmental impact

One of the prominent themes at our table was the challenge of integrating data across different government agencies. Our discussion went beyond technical issues, focusing on creating a culture where data and digital tools are accessible to everyone who needs them — but also carefully restricted when appropriate.

In the private sector, data literacy remains a significant challenge, with many businesses struggling to fully harness the potential of their data. The public sector has its own unique obstacles, like vast amounts of historical data yet to be properly categorized or irrelevant data retained out of fear of losing valuable information.

The overwhelming volume of data in the public sector also carries an environmental cost, and it’s important to address data challenges one step at a time. By enhancing data literacy and management at every level, we can unlock the value of public sector data while also taking environmental impact into account. To balance data retention with environmental impact, it’s essential to clearly understand which data is truly necessary and, more importantly, why it is needed. By identifying the most valuable data and its specific uses, organisations can better manage redundant or outdated information, reducing storage demands and minimising environmental impact. This approach improves data management and supports sustainability — addressing two challenges at once!

Enhancing the citizen experience

A key focus of the summit was enhancing the citizen experience, drawing on the private sector’s efficiency and innovation while also learning from global examples of how other countries are placing citizens at the heart of their services. Speakers highlighted how technology can elevate public services, making them more user-centric and responsive. Discussions covered a range of technological advancements, from AI to digital platforms, that can streamline processes and improve service delivery. A particularly interesting perspective was around making digital services and data truly accessible. The summit and its attendees provided valuable insights into the true meaning of accessibility. These discussions encouraged us to view accessibility as bridging gaps between organisations to create seamless, citizen-focused experiences.

Understanding user needs and challenging the status quo

Understanding the needs and motivations of both internal and external users is crucial. A memorable story shared by a delegate from Canada highlighted this beautifully. He explained how an automated message at a public service call centre initially included a line asking callers not to treat staff with hostility. Surprisingly, when this line was removed, the tone of callers improved significantly. This example underscores the value of challenging assumptions, understanding user behaviour and thinking creatively. By fostering collaboration, we can tackle challenges more effectively and develop solutions that truly meet user needs.

A journey of change: Both internally and externally

Change management was another critical topic. We explored strategies to make the journey of change more digestible by breaking it into manageable “bits”. This approach helps individuals connect with their role in the transformation process on a more personal level.

By “chunking” the change, we can minimise resistance while fostering a sense of ownership and engagement among participants. This approach aligns with the broader aim of making transformation a collective effort rather than imposing it as a top-down directive. Interestingly, we had a similar reflection after last year’s Summit, emphasising the ongoing challenge for organisations to “unblock” change, no matter their size!

A newer take on this topic was the idea that the journey of change is not solely an internal challenge but must also consider citizens and service users. A powerful quote was shared: “Trust is built over years but lost in a second,” underscoring the critical importance of engaging with and understanding service users throughout the process.

Looking ahead

The Government Transformation Summit 2024 highlighted the importance of collaboration and innovation within the public sector. At Valtech, we are eager to continue these conversations and contribute to the ongoing transformation of government services.

By challenging the status quo, embracing change and focusing on citizen experience, we can contribute to building a public sector that is more efficient, inclusive and responsive.

We are excited about the next steps in this journey and remain committed to supporting our clients in achieving their transformation goals. Together, let's keep pushing the boundaries of what’s possible and make a lasting impact on public service delivery.