Changing the world through digital transformation
When Helen Wylie was asked what she wanted to be when she grew up, her answer was she wanted to "change the world", a drive that now shapes her approach to public sector digital transformation. That ambition led her into the public sector and, as Director General and Chief Digital and Information Officer at DWP Digital, she is now helping shape how government provides services for millions of people.
Helen shared this reflection during a Public Sector Tech Talk event we hosted last month, where she joined our members to discuss digital transformation, leadership and the future of public services.
Purpose before technology
Drawing on her experience at one of the UK's largest government departments, Helen spoke about the scale and complexity of the Department for Work and Pensions (DWP). From helping young people into employment and supporting people with disabilities, to ensuring pensioners receive their State Pension, she reflected on the opportunity to make a meaningful difference at every stage of life.
Helen described DWP as "Digital With Purpose". Every team and every role, she said, contributes to improving services and outcomes for citizens, united by a shared mission. She praised the department's dedicated colleagues, who are passionate about technology and motivated by the difference it can make.
"Technology should never be the end goal. It is a tool that helps us deliver better outcomes for citizens, improve experiences and support colleagues to do their best work."
Designing around real needs
Helen emphasised that successful transformation starts with understanding citizens' experiences and involving both users and frontline colleagues in shaping services from the beginning.
"The best solutions come from understanding real needs. When we involve users and frontline colleagues in designing services, we create something that is more effective, more accessible and ultimately works better for everyone."
Whether someone accesses support online, in person, over the phone or through someone acting on their behalf, accessibility and inclusion, she said, cannot be an afterthought. Services must be designed around the different circumstances, needs and preferences of the people who use them.
Helen also spoke about the opportunity to create more personalised experiences by joining up services around the individual, recognising that life events rarely fit neatly into one category. Instead, services should work together more seamlessly around the person and their needs.
Leadership and collaboration
Helen described herself as an optimist, driven by a desire to make things better. She spoke about her leadership style and ensuring everyone is listened to, arguing that the best outcomes are when different perspectives are brought together.
"I firmly believe everyone has a part to play. It's important that we create space for people to get their voices heard. You'll end up with a better result than otherwise."
She also highlighted the importance of collaboration across the tech industry.
"None of the biggest challenges can be solved in isolation. Collaboration allows us to learn from one another, share expertise and move faster for the people we serve."
We encouraged attendees to consider how they can contribute beyond their own organisations, recognising that meaningful progress is achieved when people come together and work towards a shared goal.
Using technology to support people
While discussing the opportunities presented by AI, Helen stressed the importance of trust, transparency and accountability.
"AI has enormous potential, but public trust is fundamental. As we adopt new technologies, we need to be transparent about how they're used, clear about accountability and focused on delivering genuine value for citizens."
She suggested technology could help remove administrative burdens and modernise processes, freeing colleagues to spend less time on routine tasks and more time supporting people through complex situations.
"My hope is that years from now, we have a brilliantly person-centred, heavily empathetic service organisation that isn't associated with admin but associated with support."
Building skills for the future
Looking ahead, Helen highlighted the importance of investing in future talent and how to play an active role in developing the next generation of digital professionals.
"I would encourage you to invest in apprenticeships and create opportunities for people entering the profession. The more we support new talent, the stronger our sector will be."
"I have a huge amount of belief in our young people. When they get a good start, they do brilliant things."
"The technology will continue to change, but our ability to learn, adapt and develop our people will be what determines long-term success."
From improving services for citizens and empowering colleagues, to creating opportunities for future generations, the discussion had one key message: digital transformation is about people.
