Editor’s note (15 October 2026): Editor’s note, October 2026: this post was written in October 2023. The principles still hold, but Scotland’s digital strategy and public sector service standards have moved on since, so please check current guidance.
In short: Successful GovTech modernisation in Scotland and elsewhere starts with citizens’ actual needs, not with replacing old IT. Public bodies should build inclusive design and accessibility in from the start, map user journeys before drafting screens, test on ordinary mobile devices, keep non-digital channels open, and measure success by citizen outcomes.
Key takeaways
- Governments modernising legacy systems risk frustrating the people they aim to help if upgrades are not designed around actual user needs.
- The post cites platforms that work only on outdated browsers, health portals that are unusable on common mobile devices, and identity checks that burden vulnerable groups such as the elderly.
- Inclusive design, accessibility standards and human-centred techniques such as design thinking should be placed at the very start of any GovTech modernisation initiative.
- Recommended practices include journey mapping with end-users before drafting screens, trimming verbose policy wording for mobile use, testing offline functionality and keeping non-digital access channels.
- Success depends on listening to end-users, staying open to iteration based on feedback and leadership commitment to citizen-focused success metrics.
Government organisations at all levels across many countries are urgently working to modernise legacy backend systems and paper trails. A wave of digital transformation initiatives aims to introduce new websites, applications and automated workflows to greatly improve citizen access and ease of use when interacting with the state. However, without thoughtful user-centric design carefully crafted around actual user needs, these well-intended GovTech upgrades risk frustrating the very populations they hope to help by constructing new barriers.
What goes wrong when technology comes before users?
Too often there is an undue fixation on migrating aging IT infrastructure without an effective focus on design principles around real citizen requirements. The technologies become ends in themselves rather than means towards tangibly improved public infrastructure and experiences. We have seen unfortunate cases of agency platforms functional only on specific outdated web browsers, elegantly built health portals largely unusable on widespread mobile devices, and convoluted new identity checks annexed onto services without considerations around impacts on vulnerable groups like the elderly.
Technologists can readily become overly enamoured with exhibiting advanced capabilities without evaluating if they tangibly better outcomes for the single mum just trying to securely submit a benefits application on her dated phone.
Why should inclusive design come first?
We and a swelling group of user-experience (UX) design advocates argue that situating inclusive design, accessibility standards and human-cantered techniques like design thinking at the very inception of any GovTech modernisation initiative allows governments to sidestep creating frustrating user experiences. Instead, they can construct tools, platforms and workflows that feel intuitive and empowering across our diverse societies.
What practical steps put citizens first?
Some best practices put forward include journey mapping with end-users before screen drafts, leveraging insights that trace how groups currently navigate processes to reveal pain points and moments of magic worth replicating. With needs elucidated, civil servants and contractors can co-create citizen-focused solutions. Additionally, trimming verbose policy wording facilitates mobile interfaces for broad usage, while testing offline functionality and maintaining non-digital access channels ensures inclusion.
Upgrading technology necessitates investment. But much can be accomplished through listening to and empathising with end-users, maintaining openness to iterations based on feedback, and leadership commitment to citizen-focused success metrics.
What is the real impact of GovTech?
If modernisation originates from compassion not showmanship, we can craft policy, touchpoints and procedures suited for all people across society. That is the true GovTech impact within reach.
Want to discuss your programme with our team? Perhaps you’re particularly proud of where you have got to with modernisation of a legacy public sector system, let us know, we’d love to hear more.
Frequently asked questions
Why does citizen-centred design matter in GovTech modernisation?
Without user-centric design, well-intended upgrades can frustrate the people they are meant to help by creating new barriers. The post warns of technologies becoming ends in themselves, with examples such as platforms working only on outdated browsers, health portals unusable on common mobile devices and identity checks that overlook vulnerable groups like the elderly.
What are best practices for inclusive GovTech design?
The post recommends journey mapping with end-users before drafting screens, using insights into how people currently navigate processes, and co-creating solutions with civil servants and contractors. It also suggests trimming verbose policy wording for mobile interfaces, testing offline functionality and maintaining non-digital access channels so that no group is excluded.
When should accessibility be considered in a public sector digital project?
The post argues that inclusive design, accessibility standards and human-centred techniques such as design thinking should be placed at the very inception of any GovTech modernisation initiative. Doing so helps governments avoid frustrating experiences and build tools, platforms and workflows that feel intuitive and empowering across diverse societies.
What does it take to deliver citizen-focused GovTech?
Upgrading technology requires investment, but the post says much can be achieved by listening to and empathising with end-users, staying open to iteration based on feedback, and securing leadership commitment to citizen-focused success metrics. It argues modernisation should come from compassion rather than showmanship.