Harnessing the digital potential of government services

December 12, 2023
Digital & technology

Governments worldwide are diligently modernizing and enhancing their online public services, catering to the rising expectations of citizens who seek convenient and efficient access to government functions. Nevertheless, this journey towards digital transformation within the public sector has many challenges. Dated technology, resistance to change, and financial constraints often act as formidable obstacles, impeding progress and the development of user-friendly digital services.

In partnership with SAP and DXC Technology, this webinar brought together government officials from across the globe to share their experiences in making government services digital and more effective. The session explored strategies to overcome these hurdles and uncover the substantial benefits that arise from digitizing government services.

Join us in this session to gain insights into:

  • How to develop comprehensive plans for the transformation of public services, focusing on key steps to translate these plans into tangible outcomes.
  • How digital transformation can seamlessly integrate services across diverse government agencies and departments, breaking down silos and delivering a more unified and user-centered experience to citizens.
  • Innovative approaches to overcoming common obstacles in the transformation process, emphasizing collaboration and a “think process first” mindset.
  • How governments can benefit from embracing user-centered process design to transform not just front-end interfaces but also back-end processes.

This session shared valuable insights into the transformative potential of digital government services. Join us to discover governments’ vision for a digitally enhanced, user-centric future for public service delivery.


Vigdís Jóhannsdóttir, Chief Marketing Officer, Digital Iceland

Vigdís is the Chief Marketing Officer of Digital Iceland where she leads internal and external communication, branding, culture, education and strategy.

Vigdís began her career in media where her focus was on branding and communication for both television and radio, as well as producing and hosting tv shows. A decade in media life led her into advertising where she was a senior adviser and Chief Operation Officer at one of Iceland‘s top advertising agencies. In 2016 Vigdís was the campaign mangager for Halla tómasdóttir, presidential candidate, who grew from inital following of 1% to becoming the runner-up with nearly 30% of the vote.

Vigdís has been with Digital Iceland since spring of 2020 taking part in building the strategy and being instrumental in growing the impact of Digital Iceland with special focus on the change management needed for the project to succeed.

Vigdís has over 25 years of experience in communication, marketing, and branding. Experienced strategist and in change management, project management, human resource management, service management and company culture.

Vigdís holds a Bachelor of Business Administration degree with specialization in management from the University of Reykjavík, jointly finishing her master’s in international Relations from the University of Iceland.

Vigdís is married with two children plus two stepchildren from the age of 16-31.

James Peart, Product Lead, Cabinet Office, United Kingdom

James joins us from the Central Digital & Data Office in the UK Civil Service where he leads the Top75 services transformation. His work centres on end-to-end transformation of priority public services across central government, ranging from voter registration to flood warnings, enabling them to become ‘Great’ services. The Top75 services collectively manage over 280 million annual transactions with citizens, businesses and civil servants. 

Prior to this, James has delivered transformation programmes across multiple government departments covering citizen and employee services, including the Cabinet Office, Home Office, Department for Works & Pensions. Recently this included cross-government digital services for recruitment, transfers, skills and learning.

Carlos Santiso, Head of Division, Digital, Innovative and Open Government, Public Governance Directorate, OECD

Carlos Santiso has devoted his career to improving lives through better governance and public innovation, with extensive experience in digital transformation, public governance and development finance. He has worked in over 40+ countries in the Americas, Africa, and Europe. Carlos currently heads the Division on Innovative, Digital, and Open Government at the OECD. He also is member of the advisory committee on public governance of the United Nations and the World Economic Forum on digital transformation and anticorruption. He previously managed the governance practices of the Development Bank of Latin America, the Inter-American Development Bank, and the African Development Bank, recasting and resetting their strategic directions and operational focus. He also worked in government in Britain’s international development ministry and the office of the French Prime Minister. He holds a PhD in political economy from Johns Hopkins University and master’s degrees in public policy from Columbia University and the Institut d’Etudes Politiques of Paris.

David Dinsdale, Industry Value Advisor, SAP

David brings a broad perspective of what works well and what doesn’t work regarding Digital Transformation in Public Services.  He has been responsible for digital services with millions of users as well as advising government organisations on how to get the most benefit from technology change.  He has worked in central government, local government, health and defence. As a former trustee of the Whitehall and Industry Group, David champions the belief that sharing knowledge across sectors can help build a better society for all.

Webinar chair: Siobhan Benita, Facilitator, Global Government Forum

Siobhan Benita was a senior civil servant with over 15 years’ Whitehall experience. She worked in many of the major delivery departments, including Transport, Environment, Health and Local Government. She also had senior roles at the heart of Government in the Cabinet Office and HM Treasury, including supporting the then Cabinet Secretary, Lord O’Donnell to lead work on Civil Service reform and strategy. Siobhan left the Civil Service to run as an independent candidate in the Mayor of London election. She subsequently joined her alma mater, Warwick University as Chief Strategy Officer of Warwick in London and Co-Director of the Warwick Policy Lab.