A future for all, a world for one

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Accelerate public service transformation to serve the digital citizen. Read our new research reports on Citizen Experience Excellence and public sector digital maturity.

Citizen satisfaction with public services fell 11% from 2021 to 2023, according to our Customer Experience Excellence report.

Today’s digital citizens are becoming increasingly frustrated with their experiences of public services. They want to be able to self-serve online. They want seamless experiences across digital and traditional channels that maintain a human touch.

The digital tools are there to deliver – and to help the public sector manage costs. But, according to new research from Forrester on behalf of KPMG, public sector digital maturity is low.

So, how can you better serve the digital citizen and accelerate your digital transformation?

Our two new reports provide insights into how you can grow your digital maturity and deliver customer service excellence in the public sector.

Beccy Fenton

Partner, Head of IGH and UK Head of Health & Human Services

KPMG in the UK

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We must accelerate the digital evolution of public services to fully embrace the digital-first citizen. It is more than just an opportunity to enhance citizen experiences; it is a chance to redefine effectiveness, elevate outcomes, and maximise productivity.

Beccy Fenton

How can you close the gap between citizen expectations and experience?

Our recent research reports explore what the demand in public sector services looks like and how this compares to supply. Hover over the images to find out more.

Our Citizen Experience Excellence report draws on the experiences of UK citizens and their perception of customer service in the public sector. We identify how new tech can help you improve citizen satisfaction and meet the needs of the digital citizen. We put the spotlight on citizen experience excellence in the UK and share lessons learnt by the public sector in other countries. There’s an analysis of citizen experience in healthcare, transport, and local and central government, with practical insights on how you can drive improvements.

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Citizens are ready for digital-first services. So, what is digital first? New research conducted by Forrester on behalf of KPMG highlights the challenges facing technology leaders as they seek to accelerate digital transformation in UK public services. We look at the progress being made on public sector digital transformation. We provide insights on how you can address the barriers to successful public sector digital initiatives. And we set out a vision of the digital future of UK government and the public sector.

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Our perspectives

Laura webb
Jessica Booth
Dan Smith
Raj Cheema
Jo Thompson

Laura Webb

Partner, Public Sector Technology Transformation Lead

KPMG in the UK

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The public sector has been embracing digital channels for decades now, which has accelerated the use of customer service. But at the end of the day, these digital channels are just a tool, if we get the right controls in place and use it in the right fashion then we will all benefit.

Laura Webb
Partner, Public Sector Technology Transformation Lead
KPMG in the UK

Jessica Booth

Director, Data Analytics: Infrastructure, Government, Healthcare

KPMG in the UK

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In terms of digital maturity, there is currently a real shift happening and there is a movement now towards digital channels and we are seeing this through the changes in citizen behaviour and their movement towards digital interactions.

Jessica Booth
Partner, Director, Data & Analytics Public Sector
KPMG in the UK

Dan Smith

Partner – Public Sector Digital Transformation

KPMG in the UK

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There is clear recognition for the need to transform digital services across Government, backed up with ambition and energy at all levels to do something about it. However, against the backdrop of doing more for less, whilst good digital and data foundations are being put in place, more consistently integrated strategies are required across Departments to truly shift the dial. These services need to be driven by citizen and legislative needs and enabled through digital/data capabilities – rather than the other way around.

Dan Smith
Partner, Public Sector Digital Transformation
KPMG in the UK

Rajvir Cheema

Partner, Digital Healthcare Advisory

KPMG in the UK

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My clients are no longer looking at solving small tactical problems, but instead seeing how they can best tackle the workforce crisis, care backlogs, and ‘the shift left’ in a systematic manner, so that monies and transformation are seen and tackled in a connected, interdependent manner, where employees, citizens, and their staff are at the heart of the change with their benefit being a route driver.

Raj Cheema
Partner, Cyber
KPMG in the UK

Jo Thomson

Partner, IGH Customer Transformation

KPMG in the UK

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The citizens we interview get really frustrated with having to repeat themselves to different services, which also places unnecessary burden on already stretched public services. There is a huge opportunity for public services to use digital channels to reduce that repetition, improve the citizen experience, and help organisations achieve public service outcomes.

Jo Thomson
Partner, IGH Customer Transformation,
KPMG in the UK