UK government departments are under increasing pressure to deliver services that rival the standards set by leading private-sector organisations. Citizens now expect seamless and personalised interactions, similar to those they experience with banks or retailers. This ambition unfolds against a backdrop of tight public spending controls, a relentless focus on value for money, and the inherent complexity of long-established systems and cultures.
Public sector and healthcare sector overview
Discover how public services are balancing tight budgets with the need for seamless, personalised experiences and digital transformation.
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Download the 2025/26 Customer Experience Excellence report
This year’s report highlights how organisations can prepare for the dawn of the agentic customer experience. We explore how blending the intelligence of AI with the empathy of people is crucial and draw lessons from organisations leading the way.
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Beccy Fenton
Partner, Global & UK Head of Healthcare, UK Head of Infrastructure, Government & Healthcare
KPMG in the UK
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Discover why organisations across the UK trust KPMG to make the difference and how we can help you to do the same.