Despite AI and machine learning becoming top priorities for the public sector, digital literacy and leadership have emerged as major barriers for digital transformation according to new research by Granicus.
The research, commissioned by the customer engagement and experience platform in partnership with Censuswide, gathered insight from public sector workers in central government, local government and the NHS.
Of the essential skills most likely to prevent the adoption of better digital services in the future, 25% of public sector respondents said digital literacy is a crucial skill to address. As a result, 30% also said that training and development will be important in the next three years.
Leadership and vision for AI and emerging technology is slowing adoption as the data suggests that both middle management (36%) and executive leadership (34%) are seen as key barriers.
Less than half of respondents (46%) reported that they are happy with their organisation’s current digital services in place.
Granicus’ Ian Roberts outlines the current state of play following conversations with their users. “We know there has been a real shift to digitising services and improving frontline engagement with citizens and their communities over the past 12 months.
“Digital transformation is not just about technology, it’s about the people.
“The research reveals that digital literacy is a key barrier to change, which means training, development and upskilling the workforce are key solutions to addressing this need for the public sector in the months ahead.”
Although the data suggests the public sector views AI and data analytics as a priority for the future, the research reveals that the sector is not benefiting from existing investment in technology to enhance service delivery.
Over half of respondents (58%) said they have the correct digital tools in place, but they could be utilised more effectively for stronger outcomes.
Roberts added: “The rise of artificial intelligence and machine learning has clearly brought many advantages to the public sector in increasing workflows and operational efficiency.
“But as the research reveals, digital tools are in place across the public sector, but they are not being used to maximum effect.
“This will be key for local government especially, in not only maximising return on investment but also improving digital services and outcomes for the public.”
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