As the Deputy Minister for Economy and Transport said in his introductory blog earlier this week, digital is more about people and a mind-set than about technology. It is about modernising services within organisations and delivering services across organisational boundaries, based around user needs.
Too often, public services are created or modernised without taking the needs of the people who need to access them into account, or considering what a good service looks like. They are often complex, hard to find, confusing, constrained by organisational boundaries, and offer unclear outcomes.
Done well, digital transformation can really improve things for service users; making things quick, easy, simple and intuitive.
In Wales, we want to raise the bar and make sure that our public services are well designed, secure and based on user needs.
That is why our first Mission is to:
Deliver and modernise services to a common set of standards so that they are simple, secure and convenient.
So, what will we do?
This year we’ve already set up a new Centre for Digital Public Services to begin to support public services in helping to address problems, set standards and provide advice.
I will work with the Centre, and the new Chief Digital Officer for local government (and, in the future, health), to ensure we are working collaboratively across the public sector in Wales deliver against this ambition.
We will work with the people who use public services in Wales and with business to design services that are seamless and work for the people who use them. This means they need to be based on user need, insight and data, and should be designed bilingually from the outset. We must also put accessibility and security at the forefront of our service design.
Below, we illustrate some of the priority actions we will take.