Recommendation 16

IT and digital infrastructure are integral to all government organisations. The government has set out a long-term vision for digital public services, which aims for a fundamental shift in how it uses new technology.38 There are potentially huge gains that could be made from digital transformation in government, in terms of both better services for citizens and savings and efficiencies for the public purse.39 For example, HMRC estimates that digitisation of outbound communications and customer contact details will save £50 million a year from 2028–29 onwards through reduced paper use.40