This NAO Briefing Note (2015) outlines the major lessons of service transformation and can be found here.
- Lesson 1 – transformation programmes raise the greatest risks of failure
- Lesson 2- set realistic goals and be honest about what really matters
- Lesson 3 – policy development must take account of implementation
- Lesson 4 – don’t be tempted to score benefits early
- Lesson 5 – do identify tangible short-term gains
- Lesson 6 – recognise the (senior) organisational cost of transformation
- Lesson 7 – don’t underestimate what you can learn from engagement
- Lesson 8 – recognise the value of learning and market development
- Lesson 9 – do anticipate the need to make changes in live running
- Lesson 10 – recognise the opportunities and limits of technology
- Lesson 11 – set out clear decision-making and challenge
