How can public services develop the right skills and culture to move from analogue to digital services. 

Public services in Wales are entering a new era in how they deliver services. The Wellbeing of Future Generations Act calls for a massive step-change in how we plan and deliver services, whilst technology has fundamentally changed the social environment in which we work.

When we talk about digital, we don’t just mean using computers. Tom Loosemore has provided a useful definition as “Applying the culture, practices, processes and technologies of the Internet-era to respond to people’s raised expectations.”

It is important that organisations lay the appropriate groundwork and that they recognise the need for a cultural shift before tackling service transformation. Public services are likely to already have the necessary talent within their organisations, but organisational hierarchies often separate the knowledge from authority when making decisions.