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.

Jo Thomson

Edinburgh Office Partner, and Head of Public Sector for Scotland

KPMG in the UK

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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

KPMG in the UK

Public sector

AI has exciting potential to help transform resources and productivity in the public sector and healthcare, and there are several examples across the UK Government, NHS, HMRC and Home Office leading the way.

Read the sector overview

Our consulting insights

Download the 2024/25 Customer Experience Excellence report

This year marks the 15th anniversary of our Customer Experience Excellence (CEE) research in the UK. Building on last year's study, “Say hello to your new AI colleague”, this report examines the transformative role of digital and AI technologies in reshaping customer experience. Explore how these technologies can be designed to connect emotionally with customers, build trust, and create a new era of cost-effective, AI-enabled CX.

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Download the 2025 Citizen Experience Excellence Report

We’ve been running our global Customer Experience Excellence research programme for 15 years. For four years our CEE research has provided a detailed analysis into the nuances of citizen experience, painting a clear picture of what matters most to citizens and how public service organisations can best meet these expectations and needs.

Download the report