Amongst all the noise of what is needed to transform public services, we must take a step back and truly listen to citizens.
The message is clear: citizens are calling for public services that do more than just function - they want to feel remembered, respected and recognised.
As leaders, the challenge isn't just doing more with less, it's doing things differently with empathy, intention and with people at the centre.
Through our ‘Pause for Thought’ video series, we follow one citizen and her experiences of engaging with public services while navigating the complex requirements and needs for her and her family, and consider how things could be different.
"These insights from citizens brings real-world pressure and opportunity into sharp focus. When we see through the eyes of the citizen, we’re reminded that real impact starts with meeting people where they are. It’s about designing services that make every person feel remembered, recognised, and respected, because that’s what truly puts their needs at the heart of everything we do.”
Remember me
Understand my history, my previous interactions and preferences so I don’t have to start from scratch every time.
Recognise me
Acknowledge my circumstances and tailor services around my needs.
Respect me
Treat me as an individual, with dignity, empathy and fairness. Respect my time and effort.
Hear from citizens on the street across the UK about their experiences of public services.
Remember me
Patient records are not shared across NHS trusts due to a lack of integration between databases, meaning citizens are not remembered across interactions.
Recognise me
Policies and rules are set around delivering a service rather than meeting citizen needs, meaning citizen needs are not recognised.
Respect me
Appointment failures, broken processes and medication delays mean that citizens do not feel respected.
Remember me. Recognise me. Respect me.
Download our 2025 Citizen Experience Excellence Report to read about the findings of this year’s research and what citizens are asking for from the public sector.
