Emma Charles: transforming public sector sustainability with Hitachi Solutions

Emma Charles, a former senior civil servant with a deep commitment to sustainability and digital transformation, recently took on the role of Central Government Industry Director at Hitachi Solutions.

In interview, Charles discussed her background, motivations, and plans to support the public sector in addressing its most pressing challenges, from embedding sustainability to leveraging user-centred design for better outcomes.

A career in public service

Charles spent 15 years in the civil service, including roles at the Home Office and HM Revenue & Customs. Reflecting on her experience, she said, “During my time in government, I didn’t fully grasp the scope and urgency of sustainability issues. It was only after leaving that I became more aware of how critical these challenges are.”

Her subsequent roles outside government deepened her understanding of sustainability. At Gemserv, she worked closely with their low-carbon consultancy, which she described as “enlightening” and instrumental in shaping her passion for driving sustainable practices in government and beyond. 

“It struck me how civil servants, who are at the forefront of responding to the climate crisis, often lack the tools and knowledge to make a real impact,” she explained.

Bridging sustainability & digital transformation

Now at Hitachi Solutions, Charles is focused on integrating sustainability principles into digital transformation initiatives. She highlighted the company’s commitment to sustainability, driven by support of initiatives like the Government Digital Sustainability Alliance. 

“Hitachi Solutions genuinely embodies sustainability,” she said. “From service design principles to tangible solutions, we aim to embed these values into every stage of a project.”

Charles is particularly enthusiastic about fostering collaboration across government. She cited her new involvement in the Government Digital Sustainability Alliance as an example of how partnerships can drive progress. 

“This initiative is gaining momentum, bringing together civil servants and suppliers to explore sustainable design in digital projects,” she noted.

A key aspect of Charles’s work involves equipping civil servants with the knowledge and tools to prioritise sustainability. She pointed out that while many civil servants recognise the importance of sustainability, it often takes a backseat to other priorities due to limited resources and a lack of clear guidance. “There’s a huge appetite to do the right thing,” she said, “but many don’t know where to start.”

To address this, Charles emphasises user-centred design and capacity building: “Government departments often have untapped resources, such as existing Microsoft licences, which could be used more effectively,” she said. “Our role at Hitachi Solutions is to unlock these resources and ensure that digital tools are user-friendly, accessible, and aligned with sustainability goals.”

Putting IT into sustainability

Charles is also focused on the potential of technology to address sustainability challenges in government. She highlighted examples like integrating Microsoft’s Power Platform with GOV.UK standards through APIs to create compliant, user-friendly interfaces. “It’s about making the most of what departments already have while delivering better services at a lower cost,” she explained.

She also touched on the ethical implications of AI, a growing focus area for the public sector.

“AI offers incredible opportunities, but we need to be mindful of its environmental impact,” she said. “The key to this is in our approach. We need to pay careful attention to its technical implementation to limit its impact, which underlines the importance of service design and user research to make sure the solution delivers real value rather than just implementing AI for AI’s sake.”

One of Charles’s goals is to reshape perceptions of Hitachi Solutions. “People often associate Hitachi with hardware. There are many companies in Hitachi Group, and some of them do make hardware, but it’s a really diverse group unified under an umbrella of making a positive contribution to society through technology,” she said. “In Hitachi Solutions, we’re a digital transformation consultancy focused on implementing Microsoft technology in a user-centred and sustainable way.”

She is particularly keen to highlight the company’s expertise in user-centred design and change management. “Our team includes former civil servants who understand the challenges of government work. This enables us to deliver solutions that truly meet user needs within sometimes challenging situations,” she explained.

Looking ahead

Charles’s priorities for the year ahead include expanding Hitachi Solutions’ engagement with the public sector and raising awareness of its capabilities. “We want to help civil servants build their digital skills and deliver sustainable, user-friendly services,” she said. “Our approach isn’t just about technology; it’s about empowering people to make a difference.”

As she continues her work, Charles remains optimistic about the potential for meaningful change. “The public sector has an incredible opportunity to lead on sustainability and innovation,” she said. “With the right tools and support, we can make a real impact - for people, for government, and for the planet.”