HMRC's Head of Digital Accessibility on Modernising Government Services at Scale

Despite years of investment in digital transformation, 82% of public sector leaders report that data errors impact reporting and decision-making. Legacy systems, disconnected processes, and skills gaps continue to slow progress and drive up costs.

At a recent panel discussion featuring senior leaders from CPS, Ofgem, HMRC, and OutSystems, we uncovered some of the biggest obstacles facing government modernisation - and how new approaches are finally starting to break through.

Key lessons from our expert panel:

• "Stop waiting for the perfect system" - Why an iterative approach with low code platforms leads to faster success.
• "Don’t underestimate the people problem" - How organisational resistance slows transformation (and how CPS overcame it).
• "AI & automation can’t fix bad processes" - The crucial role of data integration and process reengineering.

🔎 Insight from the Government Panel: HMRC on collaboration & accessibility

Graeme Jamieson, Head of Digital Accessibility at HMRC, emphasised that modernising government IT isn’t just about technology - it’s about people and collaboration.

"The key to success isn’t just in the tools we use - it’s about ensuring IT and business teams are one team. Too often, transformation efforts get bogged down in silos, with IT doing one thing and policy teams doing another. We’ve made it a priority to bring everyone together, ensuring accessibility, compliance, and service quality remain central to our approach."

HMRC’s approach highlights a critical lesson for all government organisations - true transformation happens when people, processes, and technology align.

💡 Learn from HMRC, CPS, Ofgem & OutSystems on how to overcome legacy challenges.

📺 Watch the full webinar on demand here.