It is a difficult time for public services, post pandemic, raging inflation and an all-time high national debt with citizens demanding ever higher performance from government and public services as they compare public sector performance with that of the private sector.

This has led to an intense focus on public sector productivity. Doing more with less. Aging systems, processes and restrictive procedures and working practices provide a significant barrier. As does a reluctance to embrace new thinking and new ways of doing things.

"Public sector service transformation is a hot topic right now – with its profile only added to by the new government, a desire to improve efficiency and value, modernise through digital channels and retain / build trust even further. This year’s research gives a poignant insight into how to join digital innovation and experience together – to ensure both colleagues and customers are being looked after in the right way."

Jo Thomson, Partner, Customer & Digital Consulting –
Infrastructure, Government & Healthcare