Ian Roberts, UK Managing Director at Granicus, on the findings of a new survey with 634 public service professionals…
Last month, we reported on a survey conducted by Granicus of more than 600 staff in the public sector. The results, published in the white paper Next-generation public services: A digital transformation blueprint, underlined the importance of training and development in digital transformation.
Photo by Luis Villasmil / Unsplash
To find out more, we spoke to Ian Roberts, UK Managing Director of Granicus…
Hello Ian. If people in or working with local government learn one thing from your report, what should it be?
Local government must prioritise not just the adoption of new digital tools, but also the effective use and integration of existing technology to deliver better outcomes for citizens. The white paper highlights that while many organisations have the right digital tools in place, these are often underutilised. Closing the gap between capability and impact, by focusing on interoperability, upskilling staff, and fostering collaboration, will be crucial for meeting rising public expectations and delivering efficient, citizen-centric services.
What sparked this survey, and how did you decide who should take part? What can you tell us about your respondents and where they are based?
The survey was carried out to better understand the real-world challenges and opportunities facing public sector digital transformation, especially as the UK government advances its Digital & AI Roadmap. The research samples 634 public sector employees, including 134 directly surveyed by Granicus from central government, local government and the NHS. Respondents are from a cross-section of roles (from frontline staff to senior leadership) and are based across the UK.
The report is described as a ‘digital transformation blueprint’. What would you like to see come of this research? What should we all be doing or building?
The report calls for a unified, strategic approach to digital transformation, one that goes beyond technology procurement to focus on interoperability and data sharing.
In terms of what public sector organisations should be doing; breaking down silos and fostering cross-departmental collaboration is critical. Investing in digital literacy and ongoing training for staff is also really key, as is making better use of the digital tools already in place and data to drive decision-making.
What surprised you about the findings of the survey?
Despite significant investment, satisfaction with digital services remains low, especially in the NHS and local government, where less than half of respondents said they were ‘happy’ with current digital services.
There is a notable disconnect between senior leadership and frontline staff too, with middle management often seen as a key barrier to progress, particularly in local government.
It was also surprising that many organisations have many of the right tools already but they just aren’t using them to their full potential, which highlights the need for better training and change management rather than just new tech deployments.
What doesn’t this survey tell us that you’d like to look into next?
The survey identifies barriers and priorities but doesn’t deeply explore the specific local factors – such as funding models, regional policy differences, or citizen demographics – that affect digital transformation at a truly local level.
Future research could examine the viewpoints of citizens themselves and with that, explore how citizen feedback is being used to shape digital services in practice.
The report talks about digital transformation goals for 2027, but what should local authorities and those working with them be doing right now? Based on your research, what should our New Year resolutions be?
The research reveals that digital transformation heads at local authorities must champion data-driven decision-making. The use of data analytics will not only inform service improvements, but it will also help to measure the impact leading to better outcomes for citizens.
Looking ahead to 2026, leaders at all levels across local government must communicate a clear digital vision and empower teams to innovate. This will encourage a culture of collaboration and break down silos by encouraging teams to communicate more effectively and share best practice. As digital literacy emerging as an essential area to address, upskilling staff and investing in training should also be key focus areas for local authorities next year.
Ian Roberts, thank you very much.
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