{
  "id": 6248963,
  "title": "Beyond digital transformation: What does better technology actually mean for public service?",
  "url": "https://urgent.news/2026/09/08/beyond-digital-transformation-what-does-better-technology-actually",
  "topic": "tech",
  "section": "Tech",
  "published": "2026-09-08T06:33:00.000Z",
  "source": {
    "name": "ITWeb",
    "slug": "itweb",
    "url": "https://www.itweb.co.za/article/beyond-digital-transformation-what-does-better-technology-actually-mean-for-public-service/JBwEr7n3lJrM6Db2"
  },
  "original_language": "en",
  "account": "Digital transformation is a term frequently used in modern government, signifying the integration of technology into public institutions. However, the focus should shift from merely implementing technology to evaluating whether it genuinely enhances efficiency, reduces complexity, and improves service delivery. Simply deploying a new platform, digitizing processes, or moving infrastructure to the cloud does not equate to transformation. For instance, if individuals still need to navigate multiple disconnected systems to complete a task, the experience has not improved. Similarly, if information is digitally available yet hard to find, access, or govern, the information problem remains unsolved. If a manual process is reproduced on a digital platform with no reduction in complexity, it has not been transformed. It's crucial to measure transformation not by the amount of technology deployed but by the reduction of friction in service delivery. The success of public sector technology should be evaluated based on how much it streamlines work. Every system serves a service user attempting to accomplish something—submitting an application, finding information, providing documents, receiving updates, requesting assistance, or accessing essential services. If these interactions become unnecessarily complex, the impact extends beyond the technology itself, affecting the entire service chain. Many transformation opportunities are not dramatic, but rather involve simplifying approvals, making information easier to locate, enhancing collaboration, or providing clearer access to information. These seemingly minor improvements can have a significant impact. In the public sector, accumulating inefficiencies can consume time and capacity that could otherwise be dedicated to service delivery. Digital transformation can create meaningful value by simplifying the environment in which public services are designed, managed, and delivered. Information governance is a critical aspect of this equation. Public institutions create and manage vast amounts of documents, records, and data. The ability to find the right information quickly and with the appropriate access controls is essential. Information must be governed, protected, and managed throughout its lifecycle, ensuring lawful processing, reliable records, retention, access control, audit trails, and accountability. Digital environments can introduce new complexities, so digital transformation must be intertwined with digital governance. The ultimate goal should be an environment where information is accessible to those who need it while being adequately protected. Rethinking how success is defined is also necessary. Instead of solely assessing whether a technology project was delivered, organizations should consider questions like: Are service users experiencing fewer barriers? Is their work easier? Are processes simplified? Is information more useful? Is repetitive work being automated, freeing public servants to focus on tasks requiring human judgment and engagement? Digital transformation should also prioritize inclusivity, ensuring that technology improves access for citizens across different languages, locations, abilities, and levels of digital literacy. During Public Service Month, the focus should be on how effectively technology is used to enhance institutional work and the services people experience.",
  "summary": "The success of public sector technology should not be measured only by how much technology has been deployed, but by how much friction has been removed, says Thys Fourie, COO at Exponant.",
  "key_points": [],
  "editors_take": null,
  "illustration": null,
  "coverage": {
    "outlets": 1,
    "also_reported_by": []
  },
  "ai_generated": true,
  "disclaimer": "Summaries, key points and the editor’s take are written by software from other outlets’ reporting and may contain errors — always check the linked original."
}