Author
Kathleen E.
Kathleen Edmunds

Technology is essential for delivering modern government services – but technology projects can be complex and costly to deliver. Research shows a high failure rate is common due to these factors, with projects to implement new or replacement systems often delayed, over budget, and failing to meet their objectives. 

This issue is not unique to the Queensland public sector. National and international reports highlight the problems faced by other governments in delivering new or upgrading existing services. So, how can technology projects be set up for success?

Understanding why technology projects are difficult to deliver is a good place to start. Our report Delivering successful technology projects (Report 7: 2020–21) explored this issue, and identified 5 key factors that can make a difference.

Senior leaders actively lead and challenge

Successful technology projects are normally led by senior leadership teams who understand the projects and ensure they are well run. They take ownership, lead the change program and supplement their own skills by bringing in experts to independently challenge. 

Read our report for a useful case study about Sydney Water’s replacement of its 30-year-old billing system, and how effective leadership had an impact.

Projects are aligned to business outcomes

Where projects are aligned closely to business outcomes, and able to be responsive, they are more likely to deliver benefits and systems that are fit for purpose. When project leaders integrate business operations with new and emerging technologies throughout the life of a project, employees are more likely to embrace new solutions and use them effectively.

Read our report for examples of where entities have developed programs with built-in agility and flexibility and taken steps to achieve alignment between business teams.

Internal and external teams work towards the same goals

Technology projects often rely on external software providers. This reliance on people and capabilities outside of the organisation can add complexity, making it important that shared goals are understood. To be successful, project leaders should foster a one-team culture that helps internal and external teams to work towards the same outcomes and goals.

Read our report for case studies that help illustrate how a lack of alignment between internal and external teams can impact project delivery.

The team has the skills and capacity to match the challenge

Getting the mix of skills and capabilities right is important. Technology projects can be high risk and require capability in advanced technology, change management, project management, and contract management. Too often, people are asked to take on project work in addition to their regular job responsibilities, creating pressure on capacity. Taking the time to match capability to the challenge, and ensuring teams have the capacity to take on project responsibilities can make a difference.

Read our report for a case study that shows how the transition of payroll for the Queensland Ambulance Service to a supported system was positively impacted by this.

Learnings are identified and acted on

Project teams that identify and act on learnings from their project experience, and from the experiences of others, are more likely to be able to change their course when needed. Stepping back to ensure project teams use learnings from past failures can help leadership teams to manage current and future project risks.

Read our report for examples of tools and processes that can help leaders to identify and act on project learnings.

Our experience shows that these 5 factors must be present for the delivery of technology projects to be successful, noting that the way they are applied and the level of rigor will depend on the size of the project. 

Technology projects can be transformative. Done well, they deliver systems that enable efficient, productive and modern businesses. While these types of projects are complex and challenging, businesses should ensure they don’t delay implementing them through fear of failure. Putting off necessary technology projects can increase risk and impact on efficient service delivery. 

By focusing on the 5 key factors outlined in this blog, entities can reduce the risk of failure and deliver better outcomes for the community.

Resources

Related article