Watch: The System Shift: Redesigning public services around citizen experience

Photo by Timon Studler on Unsplash

In this CSW webinar, hosted in partnership with KPMG, a panel of leaders from across the public sector explores how some teams are beginning to move beyond stand‑alone operational improvements and focus on how services work together end‑to‑end.

Hear from Priya Khullar, Deputy Director for Customer Voice in Customer Services Group at Home Office, and Ayub Bhayat, Director of Data & Analytics / Deputy CDAO at NHS England, discuss 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. Also on the panel is Jo Thomson, Partner at Customer Transformation at KPMG, who provides an overview of the Citizen Experience Excellence 2026 report and shares insights from citizens across the country.

Fill out the form below to watch on demand.

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