It's interesting to see the UK governments joint-youngest departments ambitions for digital transformation in 2018.
It does make you think how much legacy technology and ' free' tools they've adopted over the last couple of years to already be thinking about the need for digital transformation.
Whilst the ' free' tools may do the job today they may compromise your choice and flexibility in the future. It's always worth starting with the customer experience / customer journeys first and then looking at how technology can help you.
When considering tools and technology it's also important to look at the lifetime cost / value as often the cost to operate and change free tools can become high. You don't want to end up in a situation where you're maintaining multiple tools to do the same or similar work.
Thorp said: “Looking ahead into 2018, we’re investigating opening up our customer relationship management tool to other users across government for free.”