INDUSTRY // Gov. tech
Central government sets the pace on Digital Transformation, research finds
Central government is setting the pace for Digital Transformation, with 39 % of respondents identifying data analytics and Artificial Intelligence( AI) as top priorities over the next three years, according to new research from Granicus, a leading provider of customer engagement and experience technology.
Drawing on insights from 634 professionals across central government, local government and the NHS, the whitepaper shows that AI and Machine Learning( ML)( 39 %) are viewed as the technologies most needed to bridge the gap between current capabilities and the digital services citizens expect. Big data analytics( 30 %) and cybersecurity( 27 %) follow closely behind, highlighting a strong commitment within central government to using data to inform decision-making and deliver secure, reliable services. and citizen outcomes. Central government has a critical role to play in setting the pace, providing strategic leadership and ensuring collaboration across departments, all while rebuilding trust with citizens and shaping services for the future.
“ Our research shows that without clear leadership and investment, technologies such as AI, ML and data analytics will not reach their full potential. It’ s not just about having the right tools, it’ s about using them effectively.”
The whitepaper, Next-Generation Public Services: Bringing Everyone on the Digital
Transformation Journey, also found that:
• Sixty-nine percent of respondents working in Digital Transformation roles ranked AI and data analytics as their leading focus
• Thirty-six percent of public sector workers cited middle management and 34 % executive leadership as key barriers to adoption
• Twenty-seven percent said leadership and vision are the most essential skills in preventing their organization from closing the gap between current and future digital services. p
Confidence in using data to drive decisionmaking varies widely across the wider public sector. While 67 % of central government employees said they are confident in using data effectively, almost a quarter of local government staff( 22 %) and NHS workers( 23 %) said they lack confidence in their capabilities. This gap points to ongoing siloes and missed opportunities to share insights that could improve outcomes across departments.
Alongside data usage, the focus on AI and Machine Learning will be critical in improving internal efficiency and rebuilding trust in public services. As citizens expect faster, smarter and more personalized services, ensuring these technologies are safe, ethical and secure will be essential.
Ian Roberts, UK Managing Director of Granicus, said:“ The rise of AI and data analytics presents a huge opportunity for the public sector to improve service delivery
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