Five key steps to transform UK government digital services
As the world rapidly digitizes, government agencies are under pressure to increase productivity and deliver the seamless, easy-to-use services people now expect. In Britain, this effort is driven by the government’s Roadmap for Digital and Data 2022-25.
The Autumn Budget underlines the government’s growing commitment to supporting the public sector in digitizing its services and improving outcomes. It allocates £2 billion for technology investment in the NHS and provides additional support for digital transformation in other public services. Now is the time to use technology to optimize operations, increase productivity and strengthen the public sector.
Civica conducted its third annual survey of senior officials to assess progress against the Roadmap objectives. The findings show steady improvements, but to unlock additional potential, efforts need to be intensified in five key areas.
1. Renewed focus on strategic alignment
Our findings show that almost half of civil servants (48%) believe their organisation’s digital priorities are aligned with the Roadmap, up from 42% in 2023. While this shows progress, there are still increasingly significant gaps that need to be addressed to achieve meaningful improvements in productivity and productivity. citizen-oriented innovation against the deadline.
To move forward effectively, government must focus on aligning strategies by fostering collaboration between departments, unifying digital goals and connecting digital transformation with citizen-centric services.
2. Prioritize a single access point
When people use public services, the experience should be safe, simple and seamless. To achieve this, the government is expanding GOV.UK One Login to all departments, which is a key part of its digital strategy. However, only 16% of departments are actively implementing this initiative and almost two-thirds (60%) of civil servants are not aware of any rollout plans. This highlights the need for better communication about this important tool that can improve public services.
As the government reaffirms its commitment to improving data sharing between services, the Department for Science, Innovation and Technology (DSIT) is playing a key role in guiding the digital transformation of the public sector. This includes managing data initiatives and promoting better connectivity between departments, supported by improved communications strategies to ensure all staff understand the importance of these efforts and the rollout plans. Continued support for the single login initiative must remain a priority.
3. Improving data accessibility
Public digital services can only improve if teams get access to the data they need to make faster, more informed decisions. This data must be aggregated and shared between departments. Currently, six in ten civil servants (57%) struggle with using data from multiple sources, and only 27% rate their department’s ability to leverage data as “fairly good” or “very good.”
To address these challenges, the Central Digital and Data Office (CDDO) is working to create a Data Marketplace – a central data repository for all government departments. Given the various data-related programs already underway, it is essential to consolidate fragmented data sources, streamline processes and ensure effective data management.
4. Removing barriers and silos
When asked about the challenges of implementing digital and data initiatives, officials cited “silo working practices” as the biggest barrier (60%). This is an increase from 46% in 2023, highlighting an important opportunity to improve collaboration and integration. Achieving full alignment before 2025 will require significant cross-departmental collaboration, which will likely be a key focus for the expanded DSIT.
Additionally, ‘legacy IT infrastructure’ has risen from third to second place among barriers, now at 47%. This indicates that the government must accelerate the modernization of the system through a comprehensive audit of the existing infrastructure. With 86% of departments already making progress, it is critical to maintain this momentum. The transition to cloud-based solutions and more robust technology will be essential to meet future demand for digital services.
5. Accelerate the deployment of ethical AI
As departments work to modernize their systems, improve data quality, and automate workflows, AI technologies can deliver significant efficiency gains. For example, HMRC uses chatbots to automate routine tasks and optimize resources, while the Department for Work and Pensions uses AI to detect and prevent fraud.
Although 70% of civil servants consider AI essential for increasing productivity, only 31% of departments are currently using this technology. The government should develop a structured AI adoption roadmap that provides departments with the tools, training and resources needed to implement AI ethically and effectively.
Using technology for better public services
Citizens increasingly expect government digital services to be user-friendly, well-organized and comparable to their daily online experiences. To meet these expectations, government services need the right combination of technology, data and skills.
While progress has been made, there is an urgent need for improved cross-departmental collaboration, better communication and a strengthened commitment to modernizing existing systems.
With a fresh vision on digital and data under the strengthened Department of Science, Innovation and Technology, the government has a unique opportunity to set a global standard for productivity and efficiency. This is the moment for decisive action. Let’s unite in support of delivering stronger public services and improving outcomes for citizens.
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