"This is a new unit within the Department for Science, Innovation and Technology (DSIT), led by Tristan Thomas, formerly of Monzo, and Greg Jackson, CEO of Octopus Energy. It aims to bring together the best civil service operators alongside leading private sector disruptors and transformation specialists. The plan is to use CustomerFirst expertise to rewire government services, making use of AI and best practices from the private sector."
"The Blueprint for modern digital government report, published last year, set out six steps to achieve a digital state. At the time, the government also recognised major challenges that were preventing digital government from progressing. Although the government spends over £26bn annually on digital technology and employs a workforce of nearly 100,000 digital and data professionals, institutionalised fragmentation is holding back digital government services."
The UK government unveiled CustomerFirst as a DSIT unit led by Tristan Thomas and Greg Jackson to combine civil service operators with private-sector disruptors and transformation specialists. CustomerFirst will apply AI and private-sector best practices to redesign services end-to-end. The Blueprint and the subsequent Roadmap identify barriers including legacy systems, cyber and resilience risk, siloed data, under-digitisation, inconsistent leadership, a digital skills shortfall, diffused buying power, and outdated funding models. The Roadmap aims for quicker, more accessible, cheaper public services, digitised planning to accelerate house building, and simplified online benefits and tax management. Moving processing online could save up to £4bn.
#digital-government #customer-service-transformation #ai-in-public-services #public-sector-efficiency
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