In this CSW webinar, hosted in partnership with KPMG, Emily Middleton, Director General for Digital Centre Design at the Department for Science, Innovation and Technology (DSIT), Mark Thompson, Chief Digital Information Officer at the Ministry of Justice, and Jo Thomson, Partner, Customer Transformation at KPMG in the UK, explore the practical steps needed to help service teams and leaders deliver great digital experiences to citizens, at scale and for the long term, while improving outcomes and operational efficiency.
Based on findings from KPMG's 2025 Citizen Experience Excellence report – the fifth edition of the research – the discussion provides real-world strategies for enhancing public services to meet the expectations as well as the needs of citizens.
The panel also examines what makes an excellent citizen experience and how the 3Rs of the customer journey – remember, recognise, respect – are key to delivering them.
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