Guest blog by Lee Perkins, Civica: Putting citizens first in the future of UK digital government

Guest blog by Lee Perkins, Civica: Putting citizens first in the future of UK digital government

When I joined Civica as CEO in 2022, the UK government had just begun implementing its 2022-25 Roadmap for Digital and Data. This strategy outlines an ambitious blueprint for the transformation of digital public services, which resonates deeply with Civica's vision of becoming a global GovTech champion, committed to making software that helps deliver critical services to citizens all around the world.

To assess progress against the strategy's objectives and identify any barriers to delivery, we've partnered with Total Politics on an annual survey of senior civil servants. A year ahead of the Roadmap's finish line, as I reflect on the survey findings, it's clear that the commitment we've seen so far has delivered encouraging progress. However, the data also underlines a clear need to refocus efforts in five key areas.

1. Renewed focus on strategic alignment

Four years after the launch of the strategy, our findings show that just under half of civil servants (48%) feel that their organisation's digital priorities align with the roadmap. This compares with 42% in 2023. This indicates that, while progress has been made, significant gaps remain to be addressed if the government is to deliver a marked improvement in productivity and citizen-centred innovation ahead of the deadline.

To move forward effectively, the government should prioritise strategic alignment by encouraging collaboration between departments and linking digital transformation to services that focus on citizens' needs.

1. Prioritisation of a single access point

The roll-out of GOV.UK One Login is a cornerstone of the government's digital strategy, facilitating seamless, easy access to public sector services. To date, however, only 16% of departments are actively implementing this initiative. With almost two-thirds of civil servants unaware of any roll-out plans, there's an urgent need for wider communication about the importance of implementing a tool that is critical for enhanced citizen services.

Given that improving data sharing across services was a key priority in Labour's 2024 manifesto, now that the party holds office, the Department for Science, Innovation and Technology (DSIT) is expected to play a central role in overseeing the digital transformation of the public sector. This includes managing data initiatives and fostering greater inter-departmental connectivity. In this context, the single login initiative, which aims to streamline citizen access to government services, must continue to receive robust support to align with the Government's broader vision of an efficient and integrated public service framework.

1. Enhanced access to quality data

Improving data quality is essential for personalised public services and decision-making. Our survey found that 56% of civil servants have prioritised resolving data quality issues over the past year - up from 45% in 2023. This reflects growing recognition of the need for robust data to support AI and digital services. Despite this progress, however, more than half (57%) of the civil servants we spoke to reported difficulties in using data from multiple sources.

Initiatives such as the Data Marketplace, although not yet widely understood (with only 6% familiarity among civil servants), offer a pathway to improved data sharing and quality. It will be important for the government to accelerate both awareness and adoption of this tool to close the data fragmentation gap.

1. Breaking down barriers and siloes

One of the survey's most striking insights is civil servants' low confidence in their organisation's ability to leverage data effectively. Only 5% rate their department's capacity to do this as 'very good'. These findings underscore the urgent need for improvement in data management and utilisation.

When asked about the key challenges to implementing digital and data initiatives, 'siloed working practices' emerged as the top barrier (60%). This has increased from 46% in 2023, pointing towards an increasing lack of collaboration and integration as major impediments to progress. 'Legacy IT infrastructure' has also moved up the list of barriers from third to second place (47%).

1. Leveraging AI to improve productivity

As departments seek to modernise systems, improve data quality and automate workflows, there is a significant opportunity for AI. Several departments are exploring this potential, with applications including HMRC's AI-powered chatbots to automate routine tasks and optimise resources, and the use of AI technologies to detect and prevent fraud by the Department for Work and Pensions.

Yet, while 70% of civil servants view AI as crucial for improving productivity, only 31% of departments are currently taking advantage of the technology. Bridging this gap requires targeted efforts to enhance AI adoption and training, ensuring that departments are equipped with the tools and knowledge to implement AI-driven solutions ethically and effectively.

Embracing a citizen-centric digital future

As we approach the final stretch of the UK government's 2022-25 Roadmap for Digital and Data, it's crucial to reinforce our commitment to citizen-centric services. While progress has been made, our survey reveals a need for improved strategic alignment among departments, ensuring that digital priorities resonate with the roadmap's goals. The urgent implementation of GOV.UK One Login and enhanced data quality must be prioritised to streamline access and personalise public services effectively. Breaking down silos and leveraging AI technology will further empower civil servants to deliver innovative solutions. Now is the time for decisive action. Let's rally behind these initiatives to transform UK public services and truly put citizens first.