The push for digital transformation across government services is gaining more attention, but recent reviews have shown that the is still a long way to go
Although digital tools can help with efficiency and engagement, a lot of government services remain outdated, and several challenges continue to slow progress.
Digital readiness: Pushing for government digital transformation
Digital transformation overall refers to the use of digital technology to improve public services, whether this is by moving them from analogue to digital, rethinking how they are delivered, or overhauling entire organisational structures.
According to the 2025 State of Digital Government Review, 25% of government services are considered “outdated,” and 47% of those offered by the central government are not yet digitised.
This suggests that despite more awareness and stronger efforts, nearly half of public-facing services are still operating without the full benefits that digital systems can offer. These gaps create concerns about the government’s ability to meet modern expectations in service delivery.
Efficiency and engagement
When implemented properly, digital transformation can lead to major benefits.
This includes increased service efficiency, reduced costs, and better engagement with citizens. Digital tools can streamline internal processes, accelerate decision-making, and make services more accessible and responsive to public needs.
Improved digital services can also reduce the need for manual processing and physical paperwork, freeing up staff to focus on more complicated tasks. For citizens, it means quicker access to services and the possibility of 24/7 availability, transforming the relationship between people and public institutions.
The path forward for change
Despite the promise, several challenges slow the progress. Barriers to government digital transformation are not just down to technology itself but extend across several areas.
Financial constraints and inconsistent funding models can prevent long-term investment in digital infrastructure. Communication gaps between departments, a lack of digital skills, and weak leadership also play a role. In some cases, outdated project structures or rigid departmental boundaries make it difficult to implement changes smoothly.
Cultural resistance is another key factor. Organisations that are used to traditional ways of working may be reluctant to try new digital methods. Without strong leadership and a clear strategy, these internal dynamics can stall transformation efforts.
Looking at the risks
One concern is digital exclusion. Not all citizens have equal access to digital tools or the internet, meaning that a shift to digital services could leave some people behind, particularly the elderly, those with disabilities, or people in low-income or rural communities.
There are also potential environmental harms. The expansion of digital services requires more data centres, devices, and energy consumption, which could negatively impact the environment if not managed sustainably.
Other possible effects include health and social harms, such as increased screen time, social isolation, reduced human interaction in public services, and a decline in service resilience, where heavy reliance on digital systems may make services more vulnerable to cyberattacks or technical failures.
Supporting scrutiny and accountability
Taking these risks into consideration a checklist of questions has been developed in collaboration with stakeholders to help guide parliamentary scrutiny of digital transformation efforts. This framework is intended to ensure that digital initiatives are well-planned, inclusive, and effective while minimising unintended consequences.
