{"id":5838,"date":"2026-03-04T11:04:18","date_gmt":"2026-03-04T11:04:18","guid":{"rendered":"https:\/\/blogs.gov.scot\/digital\/?p=5838"},"modified":"2026-03-04T11:04:18","modified_gmt":"2026-03-04T11:04:18","slug":"communications-and-engagement-insights-from-the-technology-assurance-framework","status":"publish","type":"post","link":"https:\/\/blogs.gov.scot\/digital\/2026\/03\/04\/communications-and-engagement-insights-from-the-technology-assurance-framework\/","title":{"rendered":"Communications and engagement \u2013 insights from the Technology Assurance Framework"},"content":{"rendered":"<p><strong>Guest blog by Anneka Davie, Continuous Improvement team, Digital Assurance Office.<\/strong><\/p>\n<p>The Digital Assurance Office (DAO), who administer the\u00a0<a href=\"https:\/\/www.gov.scot\/policies\/digital\/technology-assurance-framework\/\">Technology Assurance Framework (TAF)<\/a>, share the lessons learned from major digital project reviews to support others to deliver more successful projects.<\/p>\n<p>By analysing the recommendations from our major digital project reviews, we can identify common challenges. In <a href=\"https:\/\/blogs.gov.scot\/digital\/2025\/09\/11\/technology-assurance-framework-what-we-learned-from-major-digital-project-reviews-in-2024-25\/\">2024-25<\/a> communications and engagement was a dominant focus for recommendations from reviews. \u00a0You can catch up on previous DAO assurance insights on our\u00a0<a href=\"https:\/\/blogs.gov.scot\/digital\/tag\/digital-assurance-office\/\">blog<\/a>.<\/p>\n<p><strong>Major digital project reviews<\/strong><\/p>\n<p>Between 2017-2018 and 2024-25, 277 major digital project reviews were completed under the\u00a0<a href=\"https:\/\/www.gov.scot\/policies\/digital\/technology-assurance-framework\/\">Technology Assurance Framework<\/a>\u00a0(TAF), generating 2317 recommendations. 4% (94) of recommendations related to communications and engagement.\u00a0 Whilst this is not a dominant area of focus for recommendations overall, it is a recommendation that features frequently, occurring in 30% of all reports.<\/p>\n<p>The highest volume of communications and engagement recommendations are from reviews carried out in the earlier stages of a project.\u00a0 These recommendations tend to focus on identifying stakeholders, putting in place a stakeholder engagement and communications strategy and developing plans to deliver the strategy.<\/p>\n<p>Analysing all the recommendations made on communications and engagement identifies four themes. These themes are described below, alongside a summary of the recommendations made for improvement:<\/p>\n<p><strong>\u00a0Stakeholder mapping<\/strong><\/p>\n<ul>\n<li>comprehensive stakeholder mapping to identify all relevant stakeholders and the engagement required<\/li>\n<li>be clear on the purpose of stakeholder engagement e.g. sharing key messages, supporting cooperation and partnership working, informing design, managing interdependencies<\/li>\n<\/ul>\n<p><strong>Communication and engagement strategies and plans<\/strong><\/p>\n<ul>\n<li>develop or refresh stakeholder engagement and communications strategies, underpinned by comprehensive mapping<\/li>\n<li>underneath the strategy, put in place more detailed stakeholder engagement\/management and communications plans, including when key project artefacts will be shared e.g. roadmaps, release plans<\/li>\n<li>develop targeted communication plans for specific phases (e.g. go\u2011live, procurement, delivery) and to support transition between phases<\/li>\n<li>support effective communication\/engagement delivery through good governance with performance against stakeholder engagement and communications plans monitored and reported against<\/li>\n<li>ensure there is adequate skilled resource allocated to stakeholder engagement and communications and that this is maintained throughout the project life cycle<\/li>\n<li>use appropriate tools to engage stakeholders e.g. workshops to map and identify interdependencies, all staff forums for awareness, peer to peer engagement to build consensus<\/li>\n<li>provide feedback loops to demonstrate the impact of stakeholder engagement to the project<\/li>\n<\/ul>\n<p><strong>Expectation management and clear messaging<\/strong><\/p>\n<ul>\n<li>use communications to set realistic expectations on scope, readiness and day\u2011one functionality<\/li>\n<li>communicate the benefits of the project and align the project to other strategies or plans in the organisation<\/li>\n<li>provide clear, consistent, targeted messaging to internal and external audiences supported by communication packs appropriate to the stage of the project, examples included service descriptions, onboarding materials, project plans, key milestones<\/li>\n<li>communicate risks, dependencies, and changes to scope\/plans<\/li>\n<li>demonstrate senior\u2011level visibility and clear leadership endorsement to the project through planned communications<\/li>\n<\/ul>\n<p><strong>Sustained engagement throughout the delivery lifecycle<\/strong><\/p>\n<ul>\n<li>treat engagement as continuous and two way activity throughout planning and delivery, with communications on an ongoing basis and at key milestones<\/li>\n<li>maintain business confidence through delivery with demonstrations and clear communications on outputs<\/li>\n<li>ahead of and following implementation establish effective communication to support pre and post implementation, examples include detailed information on the functionality of the system, desk instructions and any contingency measures<\/li>\n<\/ul>\n<p><strong>Examples of good practice<\/strong><\/p>\n<p>Review teams identified 47 examples of good communications and engagement practice from 39 projects. The highest number of good practice findings occurred at the delivery gate stage. The good practice identified included:<\/p>\n<ul>\n<li>clear and consistent communications<\/li>\n<li>structured stakeholder management with engagement built into project governance e.g. regular forums<\/li>\n<li>steady business engagement with regular, unambiguous updates<\/li>\n<li>engagement built from an ethos of openness and collaboration, with appropriate methods used depending on the purpose of the engagement<\/li>\n<li>targeted communications for major outputs<\/li>\n<li>effective cross organisational engagement<\/li>\n<\/ul>\n<p><strong>Support and further information<\/strong><\/p>\n<p>The Digital Assurance Office continues to share insights from assurance and collaborates with organisations who have undergone reviews to help others strengthen delivery practices. We have\u00a0<a href=\"https:\/\/blogs.gov.scot\/digital\/tag\/digital-assurance-office\/\">shared insights and case studies<\/a> via the Digital blog. If you wish to contribute to our case studies or discuss areas of further exploration, contact:\u00a0<a href=\"mailto:DigitalAssurance@gov.scot\">DigitalAssurance@gov.scot<\/a>.<\/p>\n<p>We have published insights on the other dominant themes from 2024-25 recommendations \u2013 <a href=\"https:\/\/blogs.gov.scot\/digital\/2024\/01\/23\/technology-assurance-framework-effective-procurement-and-contract-management\/\">invitation to tender and evaluation criteria<\/a>; <a href=\"https:\/\/blogs.gov.scot\/digital\/2025\/01\/29\/planning-insights-from-the-technology-assurance-framework\/\">organisation and\/or planning<\/a>; <a href=\"https:\/\/blogs.gov.scot\/digital\/2024\/06\/25\/technology-assurance-framework-insights-on-resourcing-and-capability\/\">resource requirements and\/or capability<\/a> and <a href=\"https:\/\/blogs.gov.scot\/digital\/2024\/04\/24\/technology-assurance-framework-governance-and-project-control\/\">governance and project control<\/a><\/p>\n<p>For further information and signposting to advice and support on programme and project management contact the\u00a0<a href=\"mailto:ppm-coe@gov.scot\">Programme and Project Management Centre for Expertise<\/a> or see their <a href=\"https:\/\/scotsconnect.sharepoint.com\/sites\/projectandprogrammedeliverycapability-community\/Shared%20Documents\/Forms\/AllItems.aspx?id=%2Fsites%2Fprojectandprogrammedeliverycapability%2Dcommunity%2FShared%20Documents%2FPPM%20Framework%2FPPM%2DCoE%20%2D%20PPM%20Framework%20%2D%20MASTER%20updated%20July%202025%2Epdf&amp;parent=%2Fsites%2Fprojectandprogrammedeliverycapability%2Dcommunity%2FShared%20Documents%2FPPM%20Framework\">\u00a0PPM Framework<\/a> and <a href=\"https:\/\/scotsconnect.sharepoint.com\/sites\/projectandprogrammedeliverycapability-community\/Shared%20Documents\/Forms\/AllItems.aspx?viewid=1caaab10%2Da00c%2D478f%2Db01f%2D56a6f7171cdd&amp;id=%2Fsites%2Fprojectandprogrammedeliverycapability%2Dcommunity%2FShared%20Documents%2FPPM%20Library%2FPPM%2DCoE%20%2D%20WP3%20Library%20%2D%20Library%20Pathways%20Live%20Version%20PDF%2Epdf&amp;parent=%2Fsites%2Fprojectandprogrammedeliverycapability%2Dcommunity%2FShared%20Documents%2FPPM%20Library\">\u00a0Library<\/a>, where their <a href=\"https:\/\/scotsconnect.sharepoint.com\/sites\/projectandprogrammedeliverycapability-community\/Shared%20Documents\/Forms\/AllItems.aspx?id=%2Fsites%2Fprojectandprogrammedeliverycapability%2Dcommunity%2FShared%20Documents%2FPPM%20Library%2FPPM%20Library%20Resources%20%2D%20People%2FTools%20%26%20Templates%2FStakeholder%20Management%20Toolkit%2Epdf&amp;parent=%2Fsites%2Fprojectandprogrammedeliverycapability%2Dcommunity%2FShared%20Documents%2FPPM%20Library%2FPPM%20Library%20Resources%20%2D%20People%2FTools%20%26%20Templates\">\u00a0stakeholder management toolkit<\/a> may also be found.<\/p>\n<p>The Scottish Government\u00a0<a href=\"https:\/\/www.gov.scot\/publications\/scottish-governments-principles-programme-project-management\/\">programme and project management principles<\/a>\u00a0are available and apply to any project of any size.<\/p>\n<p>The\u00a0<a href=\"https:\/\/digitalacademy.gov.scot\/\">Scottish Digital Academy<\/a>\u00a0is the public sector centre of expertise for digital capability and can provide information, advice and guidance on developing digital, data and technology skills to support transformation.<\/p>\n<p>For expert guidance on delivering a digital project visit\u00a0<a href=\"https:\/\/digitalsupporthub.service.gov.scot\/s\/people\">the Digital Scotland Service Manual<\/a><\/p>\n<hr \/>\n<p><!--StartFragment --><\/p>\n<p class=\"pf0\"><strong><span class=\"cf0\">Have you read our Digital Scotland newsletter?<\/span><\/strong><\/p>\n<p class=\"pf0\"><span class=\"cf1\">Read the latest edition: <a href=\"https:\/\/tinyurl.com\/38n6nxk7\">https:\/\/tinyurl.com\/38n6nxk7<\/a><\/span><\/p>\n<p class=\"pf0\"><span class=\"cf1\">Subscribe to future editions: <\/span><a href=\"https:\/\/bit.ly\/3jlynUs\"><span class=\"cf2\">https:\/\/bit.ly\/3jlynUs<\/span><\/a><\/p>\n<p><!--EndFragment --><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Guest blog by Anneka Davie, Continuous Improvement team, Digital Assurance Office. The Digital Assurance Office (DAO), who administer the\u00a0Technology Assurance Framework (TAF), share the lessons learned from major digital project reviews to support others to deliver more successful projects. By analysing the recommendations from our major digital project reviews, we can identify common challenges. In&#8230;<\/p>\n","protected":false},"author":317,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[403,6],"tags":[517,516,498,395],"class_list":["post-5838","post","type-post","status-publish","format-standard","hentry","category-digital-assurance-office","category-digital-scotland","tag-communications-and-engagement","tag-digital-assurance-office-dao","tag-digital-scotland-service-standard-dsss","tag-technology-assurance-framework"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.8 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Communications and engagement \u2013 insights from the Technology Assurance Framework - Digital<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/blogs.gov.scot\/digital\/2026\/03\/04\/communications-and-engagement-insights-from-the-technology-assurance-framework\/\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Communications and engagement \u2013 insights from the Technology Assurance Framework - Digital\" \/>\n<meta property=\"og:description\" content=\"Guest blog by Anneka Davie, Continuous Improvement team, Digital Assurance Office. The Digital Assurance Office (DAO), who administer the\u00a0Technology Assurance Framework (TAF), share the lessons learned from major digital project reviews to support others to deliver more successful projects. By analysing the recommendations from our major digital project reviews, we can identify common challenges. 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