The System Shift: Redesigning public services around citizen experience
In this webinar, hosted in partnership with KPMG, Civil Service World brings together a panel of leaders from across the public sector to explore how some teams are beginning to close that gap by moving beyond stand‑alone operational improvements and focusing on how services work together end‑to‑end.
Over the past five years, public sector organisations have invested heavily in digital transformation, accelerated by the pandemic and the rapid emergence of AI. Yet despite these efforts, citizen experience scores have remained largely flat. As demand continues to grow and cost pressures increase, the gap between ambition and delivery suggests that investment alone is not translating into better citizen experiences.
In this webinar, hosted in partnership with KPMG, Civil Service World brings together a panel of leaders from across the public sector to explore how some teams are beginning to close that gap by moving beyond stand‑alone operational improvements and focusing on how services work together end‑to‑end.
Our panel will explore why improvement has been so hard to achieve, where some organisations are making progress, and what it takes in practice to shift the dial by focusing less on individual initiatives and more on system‑wide change that supports citizens across whole journeys.
Join the webinar to hear:
- An overview of the CEE 2026 report, sharing insights from citizens across the country
- Examples of leading practice that are delivering progress across the public sector
- Practical insights and advice from digital and service leaders who are making change happen today
- How the ‘Remember, Recognise and Respect’ framework can shape services around citizen needs
- The common challenges facing service leaders- and practical ways to address them
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