This report sets out seven lessons from past programs of digital transformation in public services in the United Kingdom, based on engagement with digital specialists, front-line public sector workers, senior civil servants and those outside the public sector working in or alongside services. It concludes with a framework of key success factors in digital transformation programs.

The report is intended as a practical guide to help get beyond ambition and improve the design and delivery of digital transformation programs in public services. Digital transformation is not simply replicating existing analogue services online; it is about using digital tools to deliver a more fundamental shift in how public services are run, accessed and delivered. Many of the lessons apply to transformation programs more broadly.

Seven lessons

1. Anchor the programme in a clear, shared vision of the outcomes you want to achieve.
2. Show leadership: take accountability and own risks and decisions.
3. Cultivate the right mix of skills and collaborative ways of working.
4. Build a picture of who your users are and what they need.
5. Get your scoping right: work out where to start, what to prioritise and what to exclude.
6. Prioritise the needs that are most critical to achieving your vision.
7. Get to grips with the commercial environment and different delivery and funding models.