The UK government’s transaction data contained a couple of insights that prove common in most large organisations. No matter how many services an institution is running, as a general rule the vast majority of transactions take place in a relatively small number of them –the top 10% in terms of volume typically account for 90% of all the transactions taking place across the whole of government. The rest make up the ‘long tail’. Quite a lot of these will be very small indeed. The UK’s environment department receives around 10 applications a year for burials at sea, for example. For the digital team, prioritising how best to achieve the strategic ambitions for digitisation suddenly becomes more straightforward. Fix the top 10% of services, and you can deliver the vast majority of benefit to users.
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