I was recently invited by CDPS to present at the launch of their leadership programme, leading modern public services. The event took place at the superb Canolfan S4C Yr Egin building, a creative and digital centre located on the University of Wales Trinity Saint David campus in my hometown of Carmarthen. The timing was perfect, aligning with the launch of our new Digital Strategy for Carmarthenshire. The event saw strong attendance from key figures across various sectors.

I also joined CDPS at the National Eisteddfod in Pontypridd to discuss leadership in transforming public services. The session was well attended, thanks in part to the rainy weather and the welcoming Welsh Government tent.

Following these events, I was asked to write this blog post to share my thoughts on leading modern digital public services. These are my personal reflections and ideas, not definitive answers. I welcome your feedback and comments.

My presentations and discussions focused on leadership within our new digital strategy and what we believe is necessary for success.

Our strategy

The strapline “designed for people, enabled by technology” encapsulates the essence of our strategy. It signifies a commitment to creating public services that prioritise the needs and experiences of people, ensuring that technology serves as a facilitator for better, more accessible, and more efficient services. This approach is about putting people at the centre of our work. The strategy outlines five key themes: digital services, people and skills, data and decision making, technology and innovation, and digital communities and economy. These themes are guided by principles such as strategic alignment, well-being goals, engagement and involvement, partnerships and collaboration, governance, monitoring benefits, the Welsh language, and net zero. Digital, data and technology are critical to the future of our public services and our organisation. Embracing it is no longer an option, it is a necessity. In the face of rising demand and expectation and rapidly depleting resources, we will simply not survive without it.

Climbing Everest

A much trusted and valued colleague (Dija Oliver) recently explained to me how climbing Mount Everest is a powerful metaphor for change. It resonated with me, and I’ve since given a lot of thought to it and evolved the idea during several conversations:

Collaboration is key: Just as summiting Everest demands a skilled and diverse team, digital transformation is not a solo endeavor. It requires a multidisciplinary team working in unison, each member bringing unique expertise to navigate the complex terrain of digital change.

Understanding the environment: While Everest may not be the most technically challenging climb, its harsh environment poses significant risks. Similarly, in digital transformation, it’s often the surrounding conditions – such as organisational culture, economic forces, and regulation - that present the greatest challenges.

Investment is essential: Significant investment is needed not just in financial terms but also in people, systems, and skills. This investment must be ongoing, before, during, and after the transformation, much like the continuous preparation required for a successful Everest expedition.

Incremental progress: The journey to the summit is made in stages, from base camp to the peak. Digital transformation also benefits from an incremental approach, leveraging strategic planning and timing, such as aligning with system upgrades or service launches, to ensure steady progress.

Embracing diversity: Not everyone is inclined to climb Everest, and that’s perfectly acceptable. In digital transformation, it’s important to utilise the skills and knowledge of all, even if they aren’t directly involved in every step of the process.

Avoiding pitfalls: The phrase “all the gear, no idea” warns against the folly of equipping oneself with technology without a clear understanding of the problems and solutions. It’s crucial to identify and comprehend the challenges before investing in technological solutions.

Sharing knowledge: As more people climb Everest, the mountain itself hasn’t become easier, but the equipment and knowledge about the best routes have improved. In the realm of digital transformation, sharing experiences and challenges is vital. It’s a collective journey where collaboration can lead to better services for everyone.

Leadership

Effective leadership is crucial for achieving our strategy’s goals. Leaders from every department must champion future-ready public services. Key leadership actions include:

  • prioritise people: focus on individuals over processes or technology
  • understand the ‘why’: emphasise the social and economic prosperity of our residents
  • narrate success: use storytelling to communicate achievements and build confidence
  • encourage innovation: reward creative approaches
  • foster collaboration: unite diverse groups, including users and experts
  • collaborate and share: partner with CDPS, Welsh Local Government Association, Welsh Government, and others
  • ethical decision-making: act in the best interest of residents
  • adaptive leadership: be flexible and responsive to change

In conclusion, effective leadership is crucial for designing and delivering modern public services. It ensures strategic vision, fosters collaboration and innovation, and prioritises user-centricity. Leadership is the key to a sustainable, efficient public service system, driving resident-focused and future-ready digital services.

If you or someone you know is looking to make a real impact in public service through innovative leadership, please reach out to CDPS. Their new leadership programme is an opportunity to drive change, inspire progress, and shape the future of public services. Get involved and be part of it.

I’d like to sincerely thank Myra, Harriet, Peter, Mike, and the rest of the CDPS team for inviting me along to both events and asking me to take part. It was a pleasure, and I learned a lot. Diolch.