Citizen satisfaction with public sector customer services is on a downwards spiral. There’s been an 11% fall in satisfaction from 2021 to 2023, according to our Customer Experience Excellence research. But how can you change the direction of travel when you’re under constant pressure to manage costs?
Digital transformation is a big part of the answer. The ‘digital citizen’ wants to be able to self-serve using digital channels. Your people can work more effectively when they’re supported by an AI colleague. And you can make more informed decisions when you have easier access to data and the tools to analyse it.
Citizens are ready for digital-first services. And digital can unlock costs. So, what’s holding you back?
The digital maturity of public sector organisations is low, according to new research conducted by Forrester on behalf of KPMG. It highlights the challenges facing technology leaders as they seek to accelerate digital transformation of UK public services.
Today's citizens want seamless experiences across digital channels, but when we compare this to the supply of services, our research with Forrester shows digital maturity is low - only 17% of public sector organisations consider their transformation efforts to be successful. This marks a real need to break down the barriers that are preventing this figure from rising.
Laura Webb
Partner,
Public Sector Technology
Transformation Lead
KPMG in the UK
Download the Forrester research report
In this report you will learn about:
- What progress is being made on public sector digital transformation
- How you can address the barriers to successful public sector digital initiatives
- What the digital future of UK government and the public sector could look like
Our key findings
Together with Forrester, we spoke with over 140 technology and transformation leaders, plus 43 decision makers in UK government departments who are involved in digital transformation decisions.
UK public services have a significantly low level of digital maturity and only a handful (17%) would rate their efforts at digital transformation successful
UK public services are facing severe success obstacles including a lack of technology strategy (49%), technology-specific skills and knowledge (42%), and budget constraints (44%)
Decision makers in UK public services need help with their digital transformation journey to accelerate transformation
If this is the supply, what does demand look like?
Citizen Experience Excellence research – citizen services for all, experiences for one
Research conducted in conjunction with our Customer Experience Excellence team, examining the expectations of UK citizens from their interactions with government and public service providers. We’ve surveyed citizens from 12 UK regions and had over 55,000 survey responses with 8,500 detailed verbatim comments. This is our 3rd year of collating the Citizen Experience Excellence report underpinned by the Six Pillars of Customer Experience – grounded in 14 years of research, 40 global markets and 4,000 brands evaluated globally.
