Watch: Bridging the gap between citizen expectations and experience

Image by Gerd Altmann from Pixabay

Improving citizen experience is crucial for providing effective public services. However, various obstacles, such as limited capabilities, technological difficulties, and budget constraints, can make it challenging. These factors can hinder reform efforts and diminish public trust.

In this CSW webinar, hosted in partnership with KPMG and Microsoft, a panel of public sector and industry experts share insights to help service owners and operational leaders across government understand what they can do to improve citizen experience while also supporting operational efficiency and outcomes for the public, including best practice examples and advice on the areas where leaders should focus their efforts to build rapid but sustainable improvement. 

Speaker panel:

  • Jo Thomson, Partner, Customer Transformation at KPMG in the UK
  • Paul McPherson, Head of Enterprise Commercial & Public Sector at Microsoft
  • Tom Greig, Director for Passports, Citizenship, and Civil Registration at Home Office
  • Chaired by Suzannah Brecknell, co-editor of Civil Service World
Webinar highlights illustration
Illustration by Jenny Leonard


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