Public Sector Workers Need Digital Literacy Boost – Research

New research indicates that many public sector workers are equipped with the right digital tools – but they are failing to use them properly.

A survey of public sector pros by customer engagement and experience tech firm Granicus claims 58 percent of public sector workers admit to having the correct digital tools in place, but could be utilising them more effectively.

The whitepaper, Next-Generation Public Services: Bringing Everyone on the Digital Transformation Journey, questioned more than 600 public sector professionals. It identifies a clear opportunity for the public sector to enhance service delivery through strategic investment in training and the upskilling of workers, said Granicus.

A quarter (25 percent) of respondents believe digital literacy will be the most likely reason for preventing their organisation from closing the gap between the digital services they provide now and the digital services expected by 2027. Nearly one in three (30 percent) respondents also believe training and development will be essential over the next three years to unlock the full potential of emerging technologies.

Less than half (46 percent) of respondents said they were ‘happy’ with their organisation’s current digital services overall. When asked which technologies are most needed to close the gap between the digital services being provided now and those aiming to be delivered in the coming years – workers highlighted AI and Machine Learning as the top priority (39 percent) followed by big data analytics (30 percent) and cybersecurity (27 percent).

“It’s clear that digital transformation is not just about technology, it’s about people. Our research aligns with this perception as 25 percent of respondents believe digital literacy will be a foundational barrier to change and a key skill to address,” said Ian Roberts, UK managing director at Granicus.

“Leadership and vision were also cited by 27 percent of workers in playing a role in shaping digital services by identifying knowledge gaps and upskilling specific departments to address digital literacy. With respondents pointing to the need for ‘collaborative leadership to foster faster digital growth’, clearly a strategic vision and understanding of the core priorities is critical from a governance perspective.”

The report also found 64 percent of NHS workers and a growing number in local government are calling for more structured support in digital education. Additionally, 43 percent of public sector organisations lack a clear digital transformation vision, reinforcing the need for a strategic roadmap that includes people-focused investment.