In today’s fast-moving world, people expect things to happen instantly - from transferring money to managing services online. When systems lag behind, the result is frustration, inefficiency, and cost. 

The UK public sector illustrates this clearly. Despite successes like GOV.UK One Login and the NHS App, many services still rely on manual processes. Phone calls, paper forms, and staff re-entering data into outdated systems remain common, slowing services and inflating costs.

Some numbers show the scale of the problem: the Driver and Vehicle Licensing Agency receives 45,000 letters daily, HM Revenue and Customs handles 100,000 phone calls, and 60% of contact centre calls to the Department for Environment, Food & Rural Affairs result from broken digital processes. By contrast, Estonia provides 99% of public services online.

The economic cost is significant. Analysts estimate the UK could save £45 billion a year through full digitisation. For citizens, under-digitisation costs time. For public servants, repetitive manual tasks reduce time available for meaningful work.

Businesses face the same challenges. Outdated systems, fragmented workflows, and slow processes limit productivity, increase costs, and hinder growth. Fully digital organisations, on the other hand, can respond faster, streamline interactions, and free up resources for innovation.

 The takeaway is clear: embracing digital transformation is now essential. Organisations that modernise systems, streamline workflows, and build internal capability will reduce costs, capture efficiency gains, and stay competitive. Those that delay risk being left behind.