P&R reveals serious failures in major transformation projects, a review will now discover what went wrong and what comes next
- The Policy & Resources Committee has uncovered significant failures in major projects.
- Approximately £24 million was spent on the Revenue Service Transformation project.
- The original MyGov programme for digital government involved an £18 million investment, yielding “no benefits”.
- Chief Executive Boley Smillie raised concerns regarding project management after ten months in his role.
- A team will be formed to evaluate financial controls and identify issues undermining effective change management.
Policy & Resources Committee has announced that it has identified serious failures in major projects which are not delivering expected savings or better services.
In a statement delivered to the States, Vice-President Deputy Gavin St. Pier noted that about £24 million has been expended on the Revenue Service Transformation and £18 million on the original MyGov programme.
He said the MyGov programme has yet to deliver any tangible benefits to the community.
After ten months in his position, Chief Executive Boley Smillie has expressed considerable concerns regarding the management of major projects over the years.
In response, Smillie will assemble a team tasked with addressing the issues that have been identified, reinforcing assurance measures at each stage, and aiming to restore public confidence in the ability of the public service to effectuate significant changes effectively.
The team’s responsibilities will include:
- Conducting a thorough review of financial expenditures associated with major transformation initiatives.
- Creating a detailed report of actions taken, decision-making processes, and reasons for unmet objectives.
- Evaluating the robustness of financial controls in place.
- Investigating structural, cultural, capability, or technical challenges that hinder effective change management.
- Determining what information was relayed to politicians throughout the duration of these projects.
- Outlining corrective actions necessary to rectify failures and enhance performance.
- Ensuring regular, transparent reporting to both the Policy & Resources Committee and the States.
Deputy St. Pier described the situation as a “depressing inheritance” amid other pressing priorities for the States. He indicated that the initiative will focus initially on the most problematic areas, specifically the Revenue Service Transformation and the original MyGov project.
The original MyGov programme, designed to digitise services, incurred an investment of £18 million but achieved little to no projected benefits.
Likewise, the Revenue Service Transformation has seen £24 million invested, yet the outcome is an incomplete system that offers reduced functionality, inadequate customer service levels, and appears to possess a limited operational lifespan.
St. Pier said that “these failures are a shocking waste of public money,” noting they have resulted in diminished trust and confidence in the States’ capacity to deliver substantial change.
He acknowledged that while poor IT project delivery is a common issue across various sectors, it should not serve as an excuse for subpar performance.
“Our community rightly expects – and deserves – a public service that performs better than the norm,” he asserted.
Chief Executive Smillie reinforced a commitment to restoring trust in public services by ensuring that every expenditure delivers value.
He stated: “That begins with being honest about the position we find ourselves in, and it’s clear to me that there has been significant waste across several major transformation projects.”
He particularly noted concerns surrounding the initial MyGov programme, which was intended to digitise government services but reportedly failed to produce any noteworthy results.
Smillie also said that none of the stated failures reflect on the frontline staff, who have “worked tirelessly to keep services running despite poor systems, unclear responsibilities, and inefficient processes.”
He underscored that public sector employees deserve better conditions and recognition for their continuous efforts.
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