PUBLIC SECTOR

Digital interfacing within the public sector would allow public bodies to greatly cut costs while providing efficient services. With budgets constrained like never before, politicians must now embrace and incorporate digital platforming into the public sector.

Intro: Digital platforming would help public bodies to provide efficient services by cutting costs.

Over the last 10 to 15 years digital platforms like Google, Amazon and Twitter have been utilised by almost everyone to such an extent that they have disrupted our daily lives.

Part of that disruption has been negative. How many people have you seen looking at their mobile phones when they should have been paying more attention to the world around them? Predominately, however, the disruption caused by the digital era has been positive. Digital technologies clearly deliver a benefit – if they didn’t we wouldn’t use them to the extent that we do.

Consider Airbnb, the digital platform that allows users to make a fast and cheap way of booking accommodation. This interface has three million listings across 65,000 destinations. It’s fast and cheap because it provides a digital link between hosts and guests and removes the need for an intermediary.

These platforms offer ways to receive a service: users identify with the platform rather than the organisation. They are also orientated and focused on customer need as witnessed through the design and delivery of the service.

They also establish trust by offering value that increases with the breadth of services offered and the number of users registered. Most importantly, they remove unnecessary waste and duplication, eliminating tasks, activities, intermediaries and sometimes even whole organisations out of the service.

These radically changing business models have had far reaching implications for the workforce and they will continue to do so. That’s been illustrated through Uber’s impact on local taxi firms and the complexity of protecting workers’ rights and tax revenues in the ‘gig economy’.

In the public sector, digital developments have provided a route to delivering better quality for less cost. Addressing ever-increasing demand of services with reduced budgets is here to stay. NHS Scotland recently created the TURAS platform, one which is geared to support education and training of healthcare workers. It automates processes and allows clinicians to self-serve on training and education material. The net effect has been a cut in administrative overheads.

Government to citizen services need to follow this lead. Public bodies and the services they provide must move to become technology related businesses. Whilst Registers of Scotland have made good progress in this direction, the vast bulk of the Scottish public sector requires wholesale transformation. Substantial changes are needed that will require careful thinking about the right purpose, strategy, culture and structure.

The public sector in Scotland will also need a specific focus on balancing the face-to-face contact needed for some services and by making provision for those people not digitally connected. This will need new investment in connectivity and infrastructure.

Such challenges should not be used as an excuse to avoid embracing digital. Public Sector bodies should be specifically focused on removing unnecessary tasks and activities that might well lead to the closure of entire business units. This must happen where they no longer have a role in delivering services to citizens.

Politicians in Scotland should be bold in realising the changes that are now needed. They could remove some of the barriers around legislation and by promoting partnership with the private sector.