{"id":94157,"date":"2026-01-16T16:16:48","date_gmt":"2026-01-16T21:16:48","guid":{"rendered":"https:\/\/granicus.com\/?post_type=blog_posts&#038;p=94157"},"modified":"2026-01-16T16:16:48","modified_gmt":"2026-01-16T21:16:48","slug":"striving-for-a-brighter-future-what-digital-maturity-means-to-uk-government","status":"publish","type":"blog_posts","link":"https:\/\/granicus.com\/uk\/blog\/striving-for-a-brighter-future-what-digital-maturity-means-to-uk-government\/","title":{"rendered":"Striving for a brighter future: What digital maturity means to UK government"},"content":{"rendered":"","protected":false},"author":36,"featured_media":94243,"template":"","resource_tax_market":[186],"resource_tax_dept":[198],"resource_tax_type":[164],"resource_tax_region":[],"resource_tax_outcomes":[204],"resource_tax_topic":[],"resource_tax_products":[195],"resource_tax_solutions":[209],"resource_tax_services":[],"class_list":["post-94157","blog_posts","type-blog_posts","status-publish","has-post-thumbnail","hentry","resource_tax_market-local-government-uk","resource_tax_dept-engagement-community-outreach-uk","resource_tax_type-blogs-uk","resource_tax_outcomes-customer-experience-uk","resource_tax_products-govtech-uk","resource_tax_solutions-digital-communications-uk"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.7 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Striving for a brighter future: What digital maturity means to UK government | Granicus<\/title>\n<meta name=\"description\" content=\"What does digital maturity mean for UK government? 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Whether it\u2019s a fresh start, a clean break, or an opportunity to gain new knowledge, this is a moment to be seized and savoured. 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While there\u2019s certainly a shift in process and mindset, these ideas should always revolve around people \u2014 both residents within the community and those who serve them. Illuminating his vision of what a truly transformed government experience would look like, he says, \u201cWe see simplified journeys, fewer handoffs, clearer communication, and self\u2011service options that reduce pressure on front\u2011line teams while improving outcomes for residents.\u201d <\/p>\n<p>For Jonathan, inclusion and accessibility are an integral part of this transformation \u2014 as are trust and transparency and a government experience that is designed with the resident in mind.<\/p>\n"},{"acf_fc_layout":"anchor","anchor_name":"Barriers to digital transformation and how to overcome them "},{"acf_fc_layout":"wysiwyg","wysiwyg":"<h2>Barriers to digital transformation and how to overcome them<\/h2>\n<p>While this transformation has the potential to bring an almost idyllic vision of government to life, there are, as Jonathan acknowledges, specific barriers to overcome in achieving it. In his view, \u201cbudget constraints, legacy systems, skills gaps, and change fatigue\u201d can be roadblocks to transformation. However, these obstacles can be overcome with strong leadership and a clear vision of the future. Furthermore, Jonathan believes that the implementation of modular cloud platforms, the careful delivery of service solutions, and the upskilling of teams are also paramount in effecting change. <\/p>\n<p>But as Jonathan acknowledges, a lack of resources is a considerable obstacle in terms of transforming operations, particularly for smaller councils. As he says, organisations who fall into this category should \u201ctarget high\u2011volume, high\u2011friction journeys first \u2014 places where small improvements deliver big wins.\u201d <\/p>\n<p>Technology, of course, plays a vital role in the government of the future; but certain emerging technologies will ultimately have a bigger impact.<\/p>\n"},{"acf_fc_layout":"quote","quote":"\u201cWe need to focus on <a href=\"https:\/\/granicus.com\/uk\/gxa\/\">AI and automation<\/a> for triage, case routing, and knowledge retrieval; analytics for demand forecasting; secure cloud for resilience and scalability; and conversational interfaces that make services more intuitive.\u201d","quote_author":"Jonathan Bradley","quote_author_title":"Senior Experience Partner, Granicus"},{"acf_fc_layout":"anchor","anchor_name":"Enlightening insights from our recent survey"},{"acf_fc_layout":"wysiwyg","wysiwyg":"<h2>Enlightening insights from our recent survey<\/h2>\n<p>Speaking of the knowledge gleaned from our recent Digital Maturity Quiz \u2014 a survey that captured insights from a range of Granicus audiences across the UK government and public sectors \u2014 Jonathan says, \u201cThe results were certainly enlightening.\u201d He adds that, \u201cWhen asking about the processes involved around digital transformation \u2026 less than half [of respondents] felt confident that they were able to prioritise audience growth.\u201d  <\/p>\n<p>On the back of this, only half of respondents felt they had a true understanding of their community and its specific needs. When it comes to shifting their operations, a similar number of those surveyed felt they had all the tools they needed to transform their organisations. For Jonathan, \u201cThe findings highlighted that while many public sector organisations have taken steps toward digital transformation, significant gaps remain in turning data into actionable insights.\u201d The inability to combine data sources, leverage resident feedback, and track engagement suggests that transformation efforts are still largely fragmented and reactive. <\/p>\n<p>The survey also focused on the impact of digital transformation on those responsible for its delivery. For Jonathan this insight revealed that, \u201cwhile many organisations have invested in skilled communications teams, structural and operational gaps remain. The lack of governance enforcement, limited cross-team collaboration, and insufficient performance analysis indicate that digital transformation is still siloed and inconsistent across local and central government.\u201d<\/p>\n"},{"acf_fc_layout":"anchor","anchor_name":"Laying a path to the future: Tangible tactics and strategies"},{"acf_fc_layout":"wysiwyg","wysiwyg":"<h2>Laying a path to the future: Tangible tactics and strategies<\/h2>\n<p>Digital transformation \u2014 moving from a present full of challenge and change to a future ripe with possibility \u2014 isn\u2019t a straightforward process. But for Jonathan, it\u2019s a vision well worth striving for, one that offers organisations and residents \u201cintuitive, accessible services that work the first time; joined\u2011up data informing policy; empowered staff using modern tools; and a culture of continuous improvement.\u201d It is, he says, a place where \u201cresidents feel heard, supported, and able to self-serve,\u201d all while freeing staff to focus on helping those with deeper, more complex needs.  <\/p>\n<p>With all of this in mind, Jonathan offers up the following actionable tips, each of which can be used to guide councils along on their journey of digital transformation. If your organisation is seeking to transform its operations, start by: <\/p>\n<ol>\n<li><strong>Identifying one high\u2011impact customer journey<\/strong>, an area of your operations where a small change could make a huge difference (adult social care, for example).<\/li>\n<li><strong>Mapping the current resident experience<\/strong> of this journey (i.e., channels for contact and query processing times along with common pain points).<\/li>\n<li><strong>Setting clear success metrics<\/strong> for what you want to achieve by transforming your operations in this particular part of your business.<\/li>\n<li><strong>Designing a transformed experience<\/strong>. This should be a collaborative effort, implementing input from staff and residents, and should always include accessibility testing.<\/li>\n<li><strong>Measuring and replicating<\/strong> the success of your digital strategy.<\/li>\n<li><strong>Scaling this success<\/strong> to customer journeys in other parts of your operations.<\/li>\n<\/ol>\n<p>Digital transformation offers organisations a bolder vision of how they can better serve their communities. It\u2019s an entirely new journey, but we at Granicus are here to help. <\/p>\n"}],"2_column_w_sidebar":{"page_content_builder":[{"acf_fc_layout":"anchor","anchor_name":"An experience designed with the resident in mind"},{"acf_fc_layout":"wysiwyg","wysiwyg":"<h2>An experience designed with the resident in mind<\/h2>\n<p>For Jonathan, the twin concepts of <a href=\"https:\/\/granicus.com\/uk\/blog\/digital-transformation-is-a-mindset-not-a-milestone\/\">digital transformation<\/a> and <a href=\"https:\/\/granicus.com\/uk\/resource\/whats-next-for-digital-government-building-on-the-foundations-of-better-experiences\/\">digital maturity<\/a> go beyond technology. While there\u2019s certainly a shift in process and mindset, these ideas should always revolve around people \u2014 both residents within the community and those who serve them. Illuminating his vision of what a truly transformed government experience would look like, he says, \u201cWe see simplified journeys, fewer handoffs, clearer communication, and self\u2011service options that reduce pressure on front\u2011line teams while improving outcomes for residents.\u201d <\/p>\n<p>For Jonathan, inclusion and accessibility are an integral part of this transformation \u2014 as are trust and transparency and a government experience that is designed with the resident in mind.<\/p>\n"},{"acf_fc_layout":"anchor","anchor_name":"Barriers to digital transformation and how to overcome them "},{"acf_fc_layout":"wysiwyg","wysiwyg":"<h2>Barriers to digital transformation and how to overcome them<\/h2>\n<p>While this transformation has the potential to bring an almost idyllic vision of government to life, there are, as Jonathan acknowledges, specific barriers to overcome in achieving it. In his view, \u201cbudget constraints, legacy systems, skills gaps, and change fatigue\u201d can be roadblocks to transformation. However, these obstacles can be overcome with strong leadership and a clear vision of the future. Furthermore, Jonathan believes that the implementation of modular cloud platforms, the careful delivery of service solutions, and the upskilling of teams are also paramount in effecting change. <\/p>\n<p>But as Jonathan acknowledges, a lack of resources is a considerable obstacle in terms of transforming operations, particularly for smaller councils. As he says, organisations who fall into this category should \u201ctarget high\u2011volume, high\u2011friction journeys first \u2014 places where small improvements deliver big wins.\u201d <\/p>\n<p>Technology, of course, plays a vital role in the government of the future; but certain emerging technologies will ultimately have a bigger impact.<\/p>\n"},{"acf_fc_layout":"quote","quote":"\u201cWe need to focus on <a href=\"https:\/\/granicus.com\/uk\/gxa\/\">AI and automation<\/a> for triage, case routing, and knowledge retrieval; analytics for demand forecasting; secure cloud for resilience and scalability; and conversational interfaces that make services more intuitive.\u201d","quote_author":"Jonathan Bradley","quote_author_title":"Senior Experience Partner, Granicus"},{"acf_fc_layout":"anchor","anchor_name":"Enlightening insights from our recent survey"},{"acf_fc_layout":"wysiwyg","wysiwyg":"<h2>Enlightening insights from our recent survey<\/h2>\n<p>Speaking of the knowledge gleaned from our recent Digital Maturity Quiz \u2014 a survey that captured insights from a range of Granicus audiences across the UK government and public sectors \u2014 Jonathan says, \u201cThe results were certainly enlightening.\u201d He adds that, \u201cWhen asking about the processes involved around digital transformation \u2026 less than half [of respondents] felt confident that they were able to prioritise audience growth.\u201d  <\/p>\n<p>On the back of this, only half of respondents felt they had a true understanding of their community and its specific needs. When it comes to shifting their operations, a similar number of those surveyed felt they had all the tools they needed to transform their organisations. For Jonathan, \u201cThe findings highlighted that while many public sector organisations have taken steps toward digital transformation, significant gaps remain in turning data into actionable insights.\u201d The inability to combine data sources, leverage resident feedback, and track engagement suggests that transformation efforts are still largely fragmented and reactive. <\/p>\n<p>The survey also focused on the impact of digital transformation on those responsible for its delivery. For Jonathan this insight revealed that, \u201cwhile many organisations have invested in skilled communications teams, structural and operational gaps remain. The lack of governance enforcement, limited cross-team collaboration, and insufficient performance analysis indicate that digital transformation is still siloed and inconsistent across local and central government.\u201d<\/p>\n"},{"acf_fc_layout":"anchor","anchor_name":"Laying a path to the future: Tangible tactics and strategies"},{"acf_fc_layout":"wysiwyg","wysiwyg":"<h2>Laying a path to the future: Tangible tactics and strategies<\/h2>\n<p>Digital transformation \u2014 moving from a present full of challenge and change to a future ripe with possibility \u2014 isn\u2019t a straightforward process. But for Jonathan, it\u2019s a vision well worth striving for, one that offers organisations and residents \u201cintuitive, accessible services that work the first time; joined\u2011up data informing policy; empowered staff using modern tools; and a culture of continuous improvement.\u201d It is, he says, a place where \u201cresidents feel heard, supported, and able to self-serve,\u201d all while freeing staff to focus on helping those with deeper, more complex needs.  <\/p>\n<p>With all of this in mind, Jonathan offers up the following actionable tips, each of which can be used to guide councils along on their journey of digital transformation. If your organisation is seeking to transform its operations, start by: <\/p>\n<ol>\n<li><strong>Identifying one high\u2011impact customer journey<\/strong>, an area of your operations where a small change could make a huge difference (adult social care, for example).<\/li>\n<li><strong>Mapping the current resident experience<\/strong> of this journey (i.e., channels for contact and query processing times along with common pain points).<\/li>\n<li><strong>Setting clear success metrics<\/strong> for what you want to achieve by transforming your operations in this particular part of your business.<\/li>\n<li><strong>Designing a transformed experience<\/strong>. This should be a collaborative effort, implementing input from staff and residents, and should always include accessibility testing.<\/li>\n<li><strong>Measuring and replicating<\/strong> the success of your digital strategy.<\/li>\n<li><strong>Scaling this success<\/strong> to customer journeys in other parts of your operations.<\/li>\n<\/ol>\n<p>Digital transformation offers organisations a bolder vision of how they can better serve their communities. It\u2019s an entirely new journey, but we at Granicus are here to help. <\/p>\n"}]},"sidebar_type":"sticky","content_builder_sidebar_group":{"content_builder_sidebar":[{"acf_fc_layout":"speaker_list","headline":"Author","speakers":[{"name":"Andrea Papini","title":"Marketing Manager"}]},{"acf_fc_layout":"anchor_nav","headline":"Topics covered"},{"acf_fc_layout":"link_list","headline":"More resources","link_list":[{"link":{"title":"Digital transformation is a mindset \u2014 not a milestone","url":"https:\/\/granicus.com\/uk\/blog\/digital-transformation-is-a-mindset-not-a-milestone\/","target":""}},{"link":{"title":"What\u2019s next for digital government? Building on the foundations of better experiences","url":"https:\/\/granicus.com\/uk\/resource\/whats-next-for-digital-government-building-on-the-foundations-of-better-experiences\/","target":""}},{"link":{"title":"Technology is not enough: Stakeholder engagement & human-centred design in UK public sector digital transformation","url":"https:\/\/granicus.com\/uk\/blog\/the-technology-is-not-enough\/","target":""}}]}]},"posts_slider_group":{"show_section":true,"posts_slider":[{"add_anchor":false,"anchor_name":"","background_color":"green","slider_subhead":"","slider_headline":"Recent resources","slider_text":"","slider_type":"resource_posts","manual_resources":false,"slider_resource_tax":"recent","add_additional_filters":false,"department_filter":false,"market_filter":false,"outcome_filter":false,"product_filter":false,"region_filter":false,"solution_filter":false,"topic_filter":false,"slider_link":"","slider_link_icon":false}]},"post_slider_clone":{"posts_slider_group":{"show_section":true,"posts_slider":[{"add_anchor":false,"anchor_name":"","background_color":"green","slider_subhead":"","slider_headline":"Recent resources","slider_text":"","slider_type":"resource_posts","manual_resources":false,"slider_resource_tax":"recent","add_additional_filters":false,"department_filter":false,"market_filter":false,"outcome_filter":false,"product_filter":false,"region_filter":false,"solution_filter":false,"topic_filter":false,"slider_link":"","slider_link_icon":false}]}},"custom_content_slider":{"show_section":false,"add_anchor":false,"anchor_text":"","background_color":"red","section_subhead":"","section_headline":"","section_text":"","section_link_icon":false,"section_link":null,"slides":false,"additional_sliders":false},"custom_content_slider_clone":{"custom_content_slider":{"show_section":false,"add_anchor":false,"anchor_text":"","background_color":"red","section_subhead":"","section_headline":"","section_text":"","section_link_icon":false,"section_link":null,"slides":false,"additional_sliders":false}},"call_to_action":{"hide_call_to_action":false,"color":"red","custom_cta":false,"custom_subhead":"","custom_headline":"","custom_description":"","custom_link":null,"custom_image":false}},"_links":{"self":[{"href":"https:\/\/granicus.com\/uk\/wp-json\/wp\/v2\/blog_posts\/94157","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/granicus.com\/uk\/wp-json\/wp\/v2\/blog_posts"}],"about":[{"href":"https:\/\/granicus.com\/uk\/wp-json\/wp\/v2\/types\/blog_posts"}],"author":[{"embeddable":true,"href":"https:\/\/granicus.com\/uk\/wp-json\/wp\/v2\/users\/36"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/granicus.com\/uk\/wp-json\/wp\/v2\/media\/94243"}],"wp:attachment":[{"href":"https:\/\/granicus.com\/uk\/wp-json\/wp\/v2\/media?parent=94157"}],"wp:term":[{"taxonomy":"resource_tax_market","embeddable":true,"href":"https:\/\/granicus.com\/uk\/wp-json\/wp\/v2\/resource_tax_market?post=94157"},{"taxonomy":"resource_tax_dept","embeddable":true,"href":"https:\/\/granicus.com\/uk\/wp-json\/wp\/v2\/resource_tax_dept?post=94157"},{"taxonomy":"resource_tax_type","embeddable":true,"href":"https:\/\/granicus.com\/uk\/wp-json\/wp\/v2\/resource_tax_type?post=94157"},{"taxonomy":"resource_tax_region","embeddable":true,"href":"https:\/\/granicus.com\/uk\/wp-json\/wp\/v2\/resource_tax_region?post=94157"},{"taxonomy":"resource_tax_outcomes","embeddable":true,"href":"https:\/\/granicus.com\/uk\/wp-json\/wp\/v2\/resource_tax_outcomes?post=94157"},{"taxonomy":"resource_tax_topic","embeddable":true,"href":"https:\/\/granicus.com\/uk\/wp-json\/wp\/v2\/resource_tax_topic?post=94157"},{"taxonomy":"resource_tax_products","embeddable":true,"href":"https:\/\/granicus.com\/uk\/wp-json\/wp\/v2\/resource_tax_products?post=94157"},{"taxonomy":"resource_tax_solutions","embeddable":true,"href":"https:\/\/granicus.com\/uk\/wp-json\/wp\/v2\/resource_tax_solutions?post=94157"},{"taxonomy":"resource_tax_services","embeddable":true,"href":"https:\/\/granicus.com\/uk\/wp-json\/wp\/v2\/resource_tax_services?post=94157"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}