18 Accepted

Departments have made technology choices too early in the life of digital programmes before they...

Conclusion
Departments have made technology choices too early in the life of digital programmes before they have fully understood the business problem the programme is seeking to address.42 Departments have then over specified supplier contracts to a degree of detail which does not match the department’s knowledge and this has resulted in a loss of flexibility.43 Consequently, departments have struggled to change the direction of programmes in response to later events.44 Departments have also been slow to stop programmes when it has become clear they are not working. An example is GOV.UK Verify, which after years of development still does not work for around half of the people trying to use it.45 The Cabinet Office acknowledges government can learn from the private sector how to do this better. This will require a change in culture and a willingness not to regard such changes in direction as failures, when they are a response to additional information emerging over time.46 Skills and outsourcing
Government Response Summary
The government agrees and CDDO is working to implement systemic changes by the end of 2022, focusing on funding, business, and governance models for digital transformation. CDDO will also support departments in prioritising automation opportunities and transforming critical public services.
Government Response
Accepted
HM Government Accepted
3.1 The government agrees with the Committee’s recommendation. Target implementation date: end of December 2022 3.2 Wholesale digital transformation in departments will require significant, systemic change in government to remove institutional barriers and create the conditions for successful investment and delivery. CDDO is working with HM Treasury, the Infrastructure and Projects Authority (IPA), and colleagues across government to drive this change, by ensuring the funding, business and governance models are in place to support and incentivise modern, efficient digital product-centric, services and transformation. These systemic reforms will create a foundation and environment which facilitates investment in technologies, such as automation, which can be developed and utilised to enable both incremental and wholesale digital transformation to be realised. The Automation Blueprints, developed by the Government Automation Taskforce (GAT) in 2020, identified up to £1.4 billion of potential automation-related departmental opportunities across government over three years. GAT has now been incorporated into CDDO, and CDDO is working to support departments to prioritise these automation and transformation opportunities. 3.3 CDDO proposes to work with partners across government to transform critical services in order to drive excellence in user experience and efficient processes that reduce costs. It will work up an initial list of prioritised public services and civil servant journeys requiring transformation. CDDO and GDS will then offer targeted interventions depending on the type and scale of improvements needed. This might include identifying opportunities for automation, recommending and unblocking improvements and supporting funding of high value opportunities.
Addressee Bodies
HM Treasury
Timeline
Recommendation age 4.6 yrs
Report published 10 Dec 2021