Public sector digital progress hindered by skills & strategy gaps

More than half of public sector workers say they have access to the right digital tools, but many acknowledge these resources are not being fully utilised. A study of over 600 public sector employees has found that digital literacy, training, and leadership gaps are significant obstacles to achieving the sector's digital ambitions by 2027.

Training needs

According to the research, 58% of public sector respondents believe their organisations have the necessary digital tools, but these are underused due to a lack of expertise. A quarter of those surveyed think digital literacy is the single biggest factor preventing their organisations from closing the gap between current digital service offerings and what will be expected by 2027. Nearly a third of respondents identify training and development as essential for unlocking the full potential of emerging technologies over the next three years.

Only 46% of employees say they are satisfied with their organisation's digital services. Many of the rest point to skills shortages or unclear digital strategies as constraints on progress.

Technology priorities

When asked about which technologies would be most significant for upgrading digital services, 39% of respondents prioritised artificial intelligence and machine learning. Big data analytics was cited by 30%, and cybersecurity by 27%. These were seen as important for achieving the standards of service the public are likely to expect in the coming years.

Despite the broad consensus on the benefits of technology, the sector faces barriers beyond just technical capabilities. Just over a quarter (27%) also say that strategic leadership and a clear vision are required to ensure investment in skills is matched by improvements in how tools are actually used.

Workforce development

The data indicate that the challenge is both structural and cultural. In the health sector, 64% of NHS workers surveyed called for greater support for digital education, with local government respondents reporting a similar requirement. There is a widespread demand for structured programmes to help staff make the most of existing systems and prepare for technology upgrades.

However, 43% of public sector organisations are reported as lacking a clear digital transformation plan. This lack of strategy is seen as an additional impediment to progress, compounding skills shortages and limiting effective adoption of new digital tools.

Leadership role

"It's clear that digital transformation is not just about technology, it's about people. Our research aligns with this perception as 25% of respondents believe digital literacy will be a foundational barrier to change and a key skill to address," said Ian Roberts, UK Managing Director, Granicus.

"Leadership and vision were also cited by 27% of workers in playing a role in shaping digital services by identifying knowledge gaps and upskilling specific departments to address digital literacy. With respondents pointing to the need for 'collaborative leadership to foster faster digital growth', clearly a strategic vision and understanding of the core priorities is critical from a governance perspective," said Roberts.