This time last year Francis Maude, the Cabinet Minister said: “Britain is in a global race and that’s why we need to have modern, efficient, digital-by-default public services that are fit for the 21st century”.
However, I believe in the rush for a digital-by-default strategy many have created a digital-only strategy, and the public sector now runs the risk of losing its human face.
Organisations implementing digital strategies risk rendering themselves as impersonal. A successful strategy depends on the right....