October 13, 2021
December 5, 2022
To refocus digital public services on better outcomes for citizens.
PUBLIC has authored this report summary with support from BT to refocus digital public services on better outcomes for citizens, putting the user at the heart of service design across the public sector. We conducted a survey of >1,000 UK citizens to capture experiences and attitudes towards digital public services, especially during COVID-19, exploring present experiences of public and private sector services and attitudes towards potential future features (such as Digital ID and data sharing for seamless services). This survey has led us to propose a framework of five principles of good digital public services, and a set of 12 recommendations. These recommendations are not exhaustive but are specific steps to prompt a broader conversation about joined-up digital transformation across the whole public sector.
In our report ‘The Future of Digital Government’ we highlighted:
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