Tightening budgets hasn’t lessened expectations for UK public sector organisations—in fact, the it’s done the opposite. A large government IT department was facing pressure to deliver more value to citizens, and to do it with fewer resources. They partnered with North Highland to upgrade their operating model for one that is customer-centric, service-focused, and sets a new benchmark for public sector efficiency and effectiveness.
The Challenge: UK Public Sector IT Barriers
Our client, a leading government IT department, grappled with a legacy operational structure that severely limited their ability to meet surging citizen expectations. It came down to four major barriers:
- Shifting from traditional, siloed structures to a customer-centric operating model
- Meeting the demand for private sector-level user experiences in public services
- Navigating the complexities of large-scale organisational change in government
- Building internal capabilities for continuous evolution and improvement
The Vision: Reimagining Government IT Services
North Highland collaborated with the client to craft a comprehensive transformation strategy that would revolutionise government IT service delivery. It looked like this:
- Convert siloed functional teams into multifunctional product management units to cut back on friction and deliver more seamless end-to-end experiences
- Launch agile, customer-centric service models that prioritise citizen outcomes
- Update governance, prioritisation, and funding processes to increase the pace of service improvements
- Cultivate internal capabilities that will help the client adapt to emerging technologies and citizen expectations without external dependency
Our Approach
Piecemeal solutions aren’t enough to address systemic challenges like those we faced in this public sector IT transformation. Our team took a more comprehensive approach that addressed people, processes, and technology simultaneously. The holistic view ensured that changes in one area of the new and improved operating model would reinforce rather than disrupt improvements in others.
Pillar #1: Holistic Transformation. We propelled the client through every phase—from vision to implementation—injecting modern concepts like service ownership and product management tailored specifically for public sector realities.
Pillar #2: Co-creation. We embedded ourselves within client teams, weaponizing our industry expertise to tackle their unique government challenges and navigate complex regulatory requirements.
Pillar #3.People-Centred Transition: We orchestrated the movement of over 4,000 employees into new roles with a rigorous, controlled approach.
Pillar #4: Sustainable Capability Building. We ignited the client's internal skills and knowledge base, empowering them to drive continuous improvement long after our partnership concluded.
The Impact: Proven Public Sector Value
The work began with fragmented services and soaring citizen expectations. Our partnership delivered game-changing results.
- Successfully restructured more than 4,000 employees into new and more strategic roles
- Engineered a customer-centric operating model that markedly enhanced service delivery
- Drove measurable gains in service quality, consistency, and employee satisfaction
Next Steps for UK Public Sector IT Leaders
- Align your operating model with customer-centric goals and service delivery
- Invest in building internal capabilities for continuous improvement
- Prioritise robust people transition strategies for large-scale change
- Focus on creating a unified vision that aligns diverse stakeholders
Is your public sector organisation ready to go from silos to IT service excellence? Let's explore how North Highland can help you navigate this journey. Contact us today to begin your path to customer-centric success.
