Transforming services for people using digital technology: Mapping activities and exploring experiences


This report by Iriss, co-commissioned by the Scottish Government and the Convention of Scottish Local Authorities (COSLA) details the background information, approach and findings of a discovery project launched in Spring 2019.

The report recognises the importance of ‘digital service transformation’ – presented as a multi-faceted concept – and emphasises that transformation should be led by people’s wants needs, not necessarily from digital functions and features. Along with transformation, the concepts of scale and spread are discussed – whereby a framework of scale and spread is offered in the report.