How to Digitally Transform a Public Sector Website Without Wasting Budget or Time

At the present time, digital transformation in the public sector is both an operational necessity and a complex challenge. Owing to legacy systems, compliance pressures, and rising user expectations, even small improvements can feel overwhelming.

Nonetheless, when approached strategically, your website becomes a front-line service and a tool for transformation. As a matter of fact, a successful redesign doesn’t just modernise your site, it advances your public sector digital strategy and improves outcomes across teams and communities alike.

Despite growing investment, many digital projects underperform. To put it another way, failure is often less about intent and more about structure.

Legacy Systems

Outdated platforms hinder functionality, accessibility, and performance. Albeit foundational, they can’t support the needs of today’s users.

Procurement Complexities

If procurement for digital projects lacks clear goals, briefs, or user insight, then delays and misaligned solutions are likely. Consequently, procurement should be grounded in purpose, not just process.

Lack of User Engagement

User-centred design, although sometimes underestimated, is critical. Without it, the final product will neither meet needs nor build trust. In other words, involving users early ensures relevance later.

Accordingly, here is a structured approach based on our work with local authorities:

1. Discovery and Stakeholder Input

To begin with, run workshops, conduct interviews, and map services. This early input sets the direction for your entire public sector digital strategy.

2. Accessibility-First Design

If your platform does not meet WCAG 2.2 compliance, then key users are excluded. What’s more, accessibility improves usability for everyone, not only those with recognised needs.

3. Technology Fit for Purpose

Choose a CMS and integrations that are scalable, secure, and manageable. For that reason, aligning with service design for councils ensures real-world workflows guide your tech decisions.

4. Agile Delivery

Implement changes in phases. As I have said, iterative delivery reduces risk, improves responsiveness, and delivers faster impact.

5. Measurable Outcomes

If success isn’t defined early, then results won’t be meaningful. Define metrics — e.g. fewer calls, higher satisfaction, greater digital uptake — and track them throughout.

At this point, accessibility and inclusion are non-negotiables. Compliance is essential not only for legal standards but for building trust.

• Meet WCAG 2.2 compliance from day one
• Prioritise digital inclusion UK standards
• Design for all abilities, devices, and bandwidths

Indeed, digital inclusion UK standards aren’t a checklist. Rather, they are a design mindset and delivery approach.

You can ensure that your organisation is meeting these standards via the gov.uk Understanding WCAG page.

Take the case of a recent partnership with a large district council. Together, we applied our tailored service design for councils methodology grounded in discovery, consultation, and iterative testing.

To illustrate: we rebuilt the platform to meet WCAG 2.2 accessibility standards and usability needs across mobile and desktop. With this purpose in mind, we streamlined key user journeys, empowered internal editors, and reduced support requests. As a result, bounce rates dropped and resident satisfaction rose.

All in all, success in digital transformation in the public sector depends not only on technology, but also on process, people, and shared purpose.

If you prioritise user-centred design, invest in accessibility, and manage procurement for digital projects with clarity, then your transformation will deliver long-term value.

Above all, remember this: better public sector websites don’t just work better — they serve better.

Interested in our approach?