Can digital innovation improve service delivery?

Can a new methodology to managing information really speed up the pace of change?
Mark Godfrey, CEO and Co-Founder of Automated Intelligence (

At the conference, you will hear how the Public Sector Enterprise ICT has reviewed the progress made since the launch of the Government ICT Strategy. You can ascertain exactly how a new and innovative approach to delivering information management strategies is being promoted, but not only to reduce and control the costs, but also have a positive impact and develop the public service.

A knowledge based information service is when quality information is readily available on demand. No matter where that information is held. This could be information held on the premise, in the cloud or a hybrid or both.

Information and knowledge is one of the most valuable strategic assets for public sector organisations. As many of us have experienced, in an effort to save money, a vast amount of public sector organisations are restructuring, consolidating properties and departments, introducing mobile working and reducing staff levels.

All of these integral initiatives have an effect on the information and the way it is created, accessed and shared. It is identified that this change and diffusion of the workforce puts a definite strain on the ability to locate and exploit information assets. When a large restructure has taken place it is common that the people who are the font of all knowledge or oversee information may have left, this means that the relevant information and corporate memory may not be easily located. Allowing full analysis and understanding of the content in the information systems, the data of value can be extracted and delivered as a service to the individuals or teams that need it. The task is to make sure that the right and relevant information is delivered and not just access to immeasurable unrelated applications and repositories which is pointless access.

The first steps are:

  • Understanding what we have;
  • Why we have it;
  • Where is the value?
  • Who needs it;
  • How do we deliver it?

By following these steps, we can supply a knowledge based information service that supports business change and actually increases the levels of service delivery for the organisation.

How does following these steps achieve reduction in costs?

It is simple, clean up and do away with the waste!  Alarmingly over 50% of all unstructured data stored in a typical public sector organisation is actually redundant, i.e. it has no commercial value and carries unnecessary risk. So why have it there?
Organisations need to be vigilant in keeping their system’s tidy, as data volumes grow exponentially; most continue to hold huge amounts of unstructured data across disparate systems. The outcome of these inefficiencies translate to excessive operational costs which can run to many millions of pounds. To ‘simplify’ data management and reduce costs, organisations are migrating relevant and corporately required data to a single consolidated and cleansed environment.

Since the governments ICT savings initiatives were announced, there has already been savings of an estimated £726 million, and there is predicted to be even more by the end of the month.  Organisations have not only attained this by cutting spend, but by spending wisely; investing in ICT projects which have really demonstrated a return on investments.

Organisations we have worked with have been able to collate information and present a business case up-front for unstructured data consolidation. Through analysis and profiling of the unstructured data, organisations have then been able to identify and quantify cost savings and efficiencies before the project is even implemented. For the organisations, opting for an Opex-based commercial model with software allocated on a consumption/subscription basis, our customers have alleviated the risk of project failure since it requires no upfront capital investment to initiate the project.  Cost have also been further reduced by removing legacy systems, redundant infrastructure, hardware, applications and associated management requirements.

Can digital innovation improve service delivery in public sector?

In order for digital innovation to have a real impact in public sector, there needs to be less emphasis on products and services and more focus on encouraging development and introducing new ways of doing things. Unfortunately, it takes time to educate and make this happen, before the benefits can be realised.

We have engaged with various public sector organisations, over the last couple of years, to help them embrace this innovative approach to managing their information.  By automating the management process, information can be provisioned and accessed according to policy and personal data and is now being transformed into corporate information.   This has stimulated efficient ways of working which has enhanced both user and customer experience.

For public sector ICT to accelerate the pace of change, more should think about information in this way and exploit cloud and mobile platforms to deliver it quickly.
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Find out more about Public sector Enterprise ICT at the Whitehall media event on 5th November 2013.