Written evidence submitted by the Intensive Learning Academy, Faculty of Business & Creative Industries, University of South Wales (DCG0016)

Before diving into specifics, it's crucial to emphasize a core Intensive Learning Academy (ILA) principle: Digital transformation is fundamentally about people, not just technology.

Our MSc in Leading Digital Transformation at the University of South Wales has multiple case studies showing the positive effect of giving public servants and NHS workers time to ‘level up’ their understanding of the digital ecosystem and how it can help them & their workplaces.

The success of any digital center hinges on understanding and addressing the needs of citizens, public sector staff, and the broader UK economy. A digital center without strong levels of digital literacy won’t get far - digital tech is a remarkable tool but the focus must be on improved outcomes and experiences. From our experience, we at the ILA also strongly advocate that these are not one-off projects but rather a consistent journey of evolution, adaptation, and refinement.

1. Benefits of a Digital Centre:

●        Benefits to Citizens:

○        Improved Access: A well-designed digital center provides 24/7 access to services, eliminating geographic barriers and reducing wait times. Think online portals for everything from tax returns to benefit applications.

○        Personalization: Digital systems can tailor services to individual needs, providing relevant information and support.

○        Efficiency: Streamlined processes reduce the burden on citizens, minimizing paperwork and simplifying interactions with government.

○        Transparency: Digital platforms can offer greater visibility into government processes and decision-making.

○        Empowerment: Digital literacy initiatives (which should be part of the center's remit) empower citizens to participate more fully in the digital economy.

●        Benefits to the UK Economy:

○        Cost Savings: Automation and streamlined processes reduce administrative costs, freeing up public funds for other priorities.

○        Increased Productivity: More efficient government services boost the productivity of businesses and individuals.

○        Innovation: A digital center could foster a culture of innovation, driving the development of new technologies and services, if it enables the understanding of the foundational platforms that underpin digital ecosystems - one of our students founded the Center of Excellence in Microsoft 365 for the Welsh NHS and that is helping a great many other health boards grow, adapt, and innovate.

○        Data-Driven Decision Making: Aggregated, anonymized data from digital services provides valuable insights for policy development and resource allocation.

○        Global Competitiveness: A digitally advanced government enhances the UK's reputation and attractiveness for investment.

●        Effectiveness of Vision Communication:

○        Unless the wider field of higher education is excited about the UK Digital Center, the vision for it hasn’t been communicated well enough.

○        Recommendation: A multi-channel communication strategy is essential. This includes:

■        Plain-language explanations of the benefits for citizens.

■        Case studies showcasing successful digital transformations.

■        Open forums and consultations with stakeholders.

■        Clear, measurable targets and progress updates.

■        Internal communication within government departments and local government to ensure buy-in, digital literacy, and understanding.

■        A public-facing website/portal that is a one-stop shop for updates and information about the project.

2. Priorities for the Digital Centre:

●        Priorities:

○        User-Centric Design: Every digital service should be designed with the user (citizen or public servant) at its heart. This requires extensive user research and testing. There are multiple models to do this, whether through Design Thinking or through User Experience Design - at the ILA, we teach both - the key is coproduction.

○        Data Security and Privacy: Building trust is paramount. Robust security measures and transparent data handling practices are non-negotiable.

○        Interoperability: Systems must be able to "talk" to each other, avoiding data silos and ensuring a seamless experience for users - this is often done with open source API architectures, made secure.

○        Skills Development: Investing in the digital skills of public sector workers is absolutely crucial for successful implementation and ongoing operation. Only by investing in our people can we make more efficient systems and happier workers.

○        Agile Development: Adopt an iterative approach, starting with small-scale pilots and scaling up based on feedback and learning.

○        Accessibility: Ensure that all digital services are accessible to everyone, regardless of disability or digital literacy level. In Wales we have the WCAG Guidelines that serve our public services well but not enough of our public servants use them yet.

●        Areas Suited to Digital Transformation:

○        Healthcare: Appointment booking, online consultations, electronic health records (building on existing NHS initiatives), and if you give NHS workers the time to study, understand, and (crucially) apply digital transformation tools to their own work & workplaces then they will make remarkable strides in improving their working life and the work of their teams. We have seen this time and time again in the ILA.

○        Social Care: Streamlining applications for benefits and support, providing online resources for carers.

○        Local Government: Council tax payments, planning applications, reporting local issues; automated systems for Clerks, improving Councillors time management, automated road paving, automated road gritting, and local people’s needs.

○        Justice System: Online filing of court documents, virtual hearings, digital evidence management, digital court resource management, and the opportunity for legislative innovation in holding full, virtual courts.

○        Education: Online learning platforms, student support services, administrative processes.

●        Measuring Success:

○        Quantitative Metrics:

■        User satisfaction (measured through surveys and feedback).

■        Cost savings.

■        Efficiency gains (e.g., reduced processing times).

■        Uptake of digital services.

■        Reduction in errors.

○        Qualitative Metrics:

■        Improved user experience (assessed through user research).

■        Increased trust in government.

■        Enhanced staff morale and productivity.

■        Positive impact on citizens' lives.

○        Balanced Scorecard Approach: A combination of quantitative and qualitative metrics is essential.

3. Lessons for DSIT:

●        Case Studies:

○        Estonia: A global leader in digital government, offering a wide range of online services and a strong digital identity system.

○        Singapore: Known for its "Smart Nation" initiative, focusing on data-driven decision-making and citizen engagement.

○        UK Government Digital Service (GDS): While not a separate country, GDS has had significant successes (e.g., GOV.UK) and offers valuable lessons in user-centered design and agile development.

○        Within the ILA: The partnership with Health Boards and the focus on public service organizations in Wales provides a relevant, localized case study. The types of projects mentioned (paper-to-digital, automation) are directly applicable.

●        Lessons from Previous Initiatives:

○        Avoid "Big Bang" Implementations: Large-scale, top-down projects are often prone to failure. An iterative, agile approach is more effective.

○        Focus on User Needs: Don't build technology for technology's sake. Start with the user and work backward.

○        Invest in Skills: Digital transformation requires a skilled workforce. Training and development are essential.

○        Ensure Strong Leadership: Visible and consistent leadership is crucial for driving change.

○        Collaborate Across Departments: Break down silos and encourage collaboration between different government agencies.

●        Lessons from Other Countries:

○        Digital Identity: A secure and trusted digital identity system is the foundation for many digital services.

○        Data Sharing: Enable secure and ethical data sharing between government agencies to improve service delivery.

○        Open Standards: Adopt open standards to ensure interoperability and avoid vendor lock-in.

○        Citizen Engagement: Involve citizens in the design and development of digital services.

○        Digital Inclusion: Address the digital divide and ensure that everyone has access to the benefits of digital government.

4. DSIT's Work:

●        Technical and Policy Expertise:

○        Technical: DSIT needs expertise in:

■        Cloud computing.

■        Cybersecurity.

■        Data analytics.

■        User experience (UX) design.

■        Software development.

■        Systems integration through automation

■        Robotics

■        Large Language Models, Multimodal Models of Machine Learning (AI)

○        Policy: DSIT needs expertise in:

■        Data protection and privacy.

■        Digital identity.

■        Accessibility.

■        Procurement.

■        Change management.

■        Local Government

●        Technological Solutions:

○        Many of the required technologies are already in use within government and other public bodies, but often in a fragmented or inconsistent way.

○        The first challenge is to integrate these existing systems and adopt a more standardized approach.

○        The second challenge comes in some newer areas (e.g., advanced AI applications combined with robotics) may require new technologies or significant development effort.

●        Leveraging Public Procurement:

○        Outcome-Based Procurement: Focus on procuring outcomes (e.g., improved citizen satisfaction) rather than specific technologies.

○        Agile Procurement: Use agile procurement methods that allow for flexibility and iteration.

○        SME Engagement: Encourage the participation of small and medium-sized enterprises (SMEs) to foster innovation.

○        Open Source: Consider using open-source software to reduce costs and increase transparency.

5. Barriers and Solutions:

●        Barriers:

○        Legacy Systems: Outdated IT infrastructure can be a major obstacle.

○        Data Silos: Information is often trapped in separate systems, making it difficult to share and analyze.

○        Lack of Skills: A shortage of digital skills within the public sector.

○        Resistance to Change: Some staff and government departments may be reluctant to adopt new ways of working.

○        Security Concerns: Protecting sensitive data is a major challenge.

○        Digital Divide: Ensuring that everyone has access to digital services.

○        Lack of funding/misappropriation of funding.

●        Addressing Barriers:

○        Modernize Infrastructure: Invest in cloud computing and other modern technologies.

○        Break Down Data Silos: Implement data sharing agreements and interoperability standards.

○        Invest in Training: Provide digital skills training for public sector workers.

○        Communicate Effectively: Explain the benefits of digital transformation and address concerns.

○        Implement Robust Security Measures: Protect data and build trust.

○        Promote Digital Inclusion: Provide support and training for those who lack digital skills or access.

○        Secure Long-Term Funding: Ensure that funding is assigned, ringfenced, and protected from other priorities.

●        Infrastructure and Regulation:

○        High-Speed Broadband: Essential for accessing digital services.

○        Secure, ‘always-up’ Data Centers: To store and process sensitive data.

○        2-factor Digital Identity Authentication System: To verify users' identities online.

○        Strict Adherence to Data Protection Laws: To protect citizens' privacy.

○        Accessibility Regulations: To ensure that digital services are accessible to everyone.

Additional Points:

●        Data (Use and Access) Bill: This bill could be a powerful enabler of digital transformation, but it must be carefully designed to balance data sharing with privacy rights. Transparency and public trust are key.

●        National Data Library: This is a good idea in principle, but it needs a clear governance structure and robust security measures that can revert to decentralised positions. It should be seen as a resource for improving public services, not just a data repository.

●        Equitable Access: Digital inclusion must be a central consideration. This means addressing the digital divide, providing support for those who lack digital skills, and ensuring that digital services are accessible to everyone, regardless of disability or background. Consider alternative access points (e.g., libraries, community centers) for those who cannot access services online at home.

02 March 2025