Strategic vision: The missing piece
There’s no doubt about it: Change is afoot in the public sector. As Greg explained, while the ultimate goal of all this transformation is yet to be known, professionals in the sphere feel that this lack of clarity will have an impact on the delivery of digital services.
Greg went on to say that:
“We asked respondents if a lack of clear strategic vision for digital transformation meant that efforts to improve services have become fragmented and ineffective. 46% agreed with that. Looking ahead, 43% said they still lack a clear vision — and believe this will prevent their organisation from delivering the digital services people expect by 2027.”
Overcoming digital transformation
Yet for Ian, there are still many obstacles to overcome in order to achieve transformation — but tech certainly isn’t one of them. As he put it:
“It’s really not the technology that is the barrier … but it’s the culture, the skills, and the experience needed to develop that strategy … to achieve the transformation in a sustained way.”
Siloed working: The persistent challenge
During the conversation, Greg also highlighted the true cost of poor communication and collaboration. Speaking of those surveyed, he revealed that:
“Only 46% of public sector workers said they were happy with their organisation’s current digital services. And 56% agreed that poor communication and collaboration across departments were hindering progress.”
Effectively improving collaboration
Acknowledging Greg’s comments, Ian added that:
“Internal communication and collaboration is absolutely critical … We’ve seen some of the most progressive organisations achieve that change just by really focusing on the outcomes they’re trying to achieve collectively.”
Offering further insight, he observed that:
“Our communication and engagement tools that have been focused historically on residents and external stakeholders… [clients are now] using those same tools to communicate and get feedback and ideas within the organisation.”
Technological tools: Implemented but underused
For Greg, the survey results highlighted the fact that — for many within the sector — it’s not just the integration of technology that poses a challenge; rather, it’s the failure to embrace it that’s cause for concern. He noted that:
“Our research found that 58% of respondents had successfully integrated new technologies with existing systems. The same number said they had the right tools — but they could be utilised more effectively for stronger outcomes.”
Getting more from existing tools
Addressing that point, Ian observed that:
“Often, the gap comes down to adoption … and the culture and the capability within the client organisation.”
He also added that it was important to:
“Understand where the organisation stands in terms of skills, processes, and digital tools,” but also that, “Strengthening leadership buy-in is really important … and investing in training, upskilling, … and change management.”
AI and analytics: The next frontier
As Greg explains, those within the sector feel that certain technologies will be especially useful in achieving digital transformation.
“When asked which technologies are most needed to close the gap between current and future digital services, respondents ranked AI and machine learning first — followed by big data analytics and cybersecurity.”
Accelerating the adoption of AI within the sector
Ian offered his insight on how those within the sector could begin to embed the use of AI in their operations. He suggested that public sector professionals should:
“Start with the high-impact use cases … demonstrate quick wins, build trust and momentum, … and upskill staff.”
He also went on to say that it’s important to:
“Ensure that you have a robust data foundation … the use of AI is only as good as the data that it learns from.”
Upskilling the workforce: Preparing for a digital future
Offering some guidance on how public sector bodies can ready themselves for transformation, Ian suggested:
“Start with a skills audit … and create role-based pathways.” He added that, at Granicus, “Our role is not just to provide training … we want to transfer the skills and knowledge we’ve gained.”
The ultimate cost of inaction
Speaking candidly, Ian also highlighted the risk associated with ignoring the change that’s afoot within the sector. He said that:
“The biggest risk is … potential erosion of public trust … the expectation of how services should be delivered through digital technology has raised the bar.”
He added:
“There’s also a risk that AI and emerging technologies become … the shiny new things … and they’re not really realised for the potential gains.”
But this isn’t just theoretical feedback; we’re offering real insights, real stats, and real steps to transform public services. If you missed it or want to explore further, download the full whitepaper.
Alternatively, if you’d like to see the full conversation between Greg and Ian, you can watch the webinar on demand via the below link.
