This book is for people worrying about their sinking ship. Based on
experience, it is a guide for navigating the blockers, buzzwords and
bloody-mindedness that doom any analogue organisation trapped into
thinking that while the internet has changed the world, it won't change
their world. Companies that grew up on the web have changed our
expectations of the services we rely on. We demand simplicity, speed and
low cost. Organizations founded before the Internet aren't keeping up -
despite spending millions on IT, marketing and 'innovation'. This
revised, expanded second edition of Digital Transformation at Scale is a
guide to building a digital institution. It explains how a growing band
of reformers in businesses and governments around the world have helped
their organizations pivot to this new way of working, and what lessons
others can learn from their experience. It is based on the authors'
experience designing and helping to deliver the UK's Government Digital
Service (GDS). The GDS was a new institution made responsible for the
digital transformation of government, designing public services for the
Internet era. It snipped £4 billion off the government's technology
bill, opened up public sector contracts to thousands of new suppliers,
and delivered online services so good that citizens chose to use them
over the offline alternatives, without a big marketing campaign. Other
countries and companies noticed, with the GDS model now being copied
around the world.
