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.
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
Partner,
Head of IGH and UK Head of
Health & Human Services
KPMG in the UK
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 perspectives
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
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
Director, Data & Analytics Public Sector
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
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
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
