James Gee, Head of Digital and IT Framework Agreements at NHS Shared Business Services, provides insights on public sector transformation, including the Digital Workplace Solutions 2 framework agreement
Ageing networks, siloed systems and outdated processes block ambitions across the NHS and wider public sector to harness artificial intelligence (AI), the Internet of Things (IoT), automation and emerging technologies. Modernisation begins with rebuilding and securing IT infrastructure – the bedrock for transforming service delivery. NHS Shared Business Services (NHS SBS) has designed a £2.5 billion Digital Workplace Solutions contract that offers a streamlined route to accelerate transformation and future innovation.
Modernising public services depends on resilient digital foundations. Across the NHS and broader public sector, ageing networks, siloed systems and outdated hardware continue to impede progress, limiting organisations’ ability to improve services, strengthen security and unlock innovative technologies.
Reviews, including the State Of Digital Government Review, Lord Darzi’s independent report on the state of the NHS and the 10 Year Health Plan, highlight the scale of the challenge. Citizens expect faster, more accessible services, while staff need tools to work efficiently. Rebuilding core infrastructure is now critical.
The shift from analogue to digital is no longer optional – it is essential if public services are to meet current demands and prepare for the future. And while much attention has focused on the NHS, the same pressures affect councils, emergency services, central government departments and other public bodies.
Restricted budgets, complex legacy systems, limited interoperability and growing cyber risks are shared challenges that demand a coordinated response.
Legacy technology: The hidden barrier to transformation
Legacy technology remains one of the biggest obstacles to meaningful transformation. Systems that operate in isolation cannot integrate with modern platforms, making data difficult to share and slowing processes that should be seamless. Outdated networks restrict the performance of core applications, preventing staff from benefiting fully from digital tools and requiring inefficient workarounds.
In the NHS, Electronic Patient Record (EPR) systems illustrate the problem. Ageing infrastructure can prevent modern systems from performing optimally, minimising benefits or creating situations where workarounds are more time‑consuming than the legacy systems they replace.
Local councils face similar pressures. Many are burdened by legacy systems, fragmented procurement, and supplier lock in, which restrict innovation and drive up costs. According to the Local Government Association report, these challenges are compounded by staff shortages, siloed departments, and inconsistent data standards that block interoperability and slow progress.
As organisations adopt advanced technologies such as AI, the IoT, and automation, these issues intensify. Such tools dramatically increase the volume, speed and complexity of data being captured and analysed. Without infrastructure capable of supporting these demands, the potential of transformation remains theoretical.
Preparing for the future: AI, IoT, and digital services
Demand for secure, scalable, interoperable infrastructure will rise further with initiatives such as NHS Online, the UK’s first virtual hospital, launching via the NHS App in 2027. To support innovations such as remote consultations, AI‑powered triage, and digital bookings, the NHS must first establish robust foundations – interoperable platforms, secure data environments, and resilient connectivity.
Councils are also investing in digital inclusion, user‑centric service design, and emerging technologies such as AI and robotic process automation to drive efficiency and accessibility. Yet the State of Digital Government Review found 25% of government services are “outdated” and 47% services offered by central government services being undigitised. This underscores the rising demand for interoperable infrastructure connecting systems, enabling seamless data sharing and supporting modern service delivery.
Strong foundations enable lasting change
Strengthening digital foundations means refreshing and securing core components like data centres, networking equipment and storage systems.
Infrastructure must be robust enough to support remote access, scalable to meet growing demand and flexible to integrate with future digital systems.
Equally important is adherence to open standards, which ensure information flows smoothly across platforms and reduce the risk of data silos.
NHS SBS’s Digital Workplace Solutions 2 framework agreement, accredited by NHS England, provides the NHS and wider public sector with a compliant, cost effective route to source and procure the building blocks required for transformation.
Covering a broad range of infrastructure and software licensing, solutions include on premises network infrastructure, servers and storage, commercial off the shelf software, bespoke licensing, and end user devices. Its focus on interoperability and open standards aligns with national priorities, enabling seamless data flow between systems as services evolve.
Digital transformation will continue to shape the future of public services. But meaningful progress relies on getting the basics right first. With strong digital foundations in place, the public sector can build efficient services fit for today and future-ready for tomorrow.
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Autor(en)/Author(s): James Gee
Dieser Artikel ist neu veröffentlicht von / This article is republished from: Open Access Government, 24.02.2026
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