The Government estimates that making public services digital could save between £1.7 and £1.8 billion per year. With effective document processes optimization it will be possible to process documents more efficiently, ensuring best-in-class citizen services. But many organizations are not ready for digital transformation because leaders lack the skills to make it happen.

A study of public service leaders commissioned by Ricoh UK found that Chief Information Officers are most empowered to drive change in the critical areas of financial management, customer engagement and data/business intelligence, But just 9 per cent are able to change business critical processes. In addition, just 29 per cent consider change management as a key CIO attribute, which is essential to introduce new ways of working and to lead the public sector into the digital era.

Another key finding from the study was that a background in marketing and business critical process were essential as well as expertise in technology.

Paul Braham, director, IT & Professional Services, Ricoh UK, said: “As CIOs juggle the many tasks demanded of them to lead the digital transformation of public services, it is no wonder that some areas are not being adequately addressed. “As they focus on balancing the right technology with the needs of citizens, the business processes that connect technology with people are often being overlooked. Such processes are underpinning the day-to-day work of public sector employees and feature in all interactions with citizens. If these processes are fully optimised and implemented with an effective change management programme, CIOs will benefit from increased knowledge sharing, more agile processes and the ability to accelerate services for citizens into the digital era.”

He added: “CIOs are not alone on this journey. They have the support of their peers to lead the public sector into the future and they have already put the needs of citizens at the top of their agenda. The last challenge is to find the right parnetner to review and optimize the processes that will ensure people and technologies work together. If accomplished, the rewards are high.