Articles tagged with: Citizen Experience Excellence
‘Making things easy’: Inside HMRC's mission to transform customer experience Partner Content
03 Aug Digital, Data & Technology
‘Making things easy’: Inside HMRC's mission to transform customer experience
HMRC's Claire Walsh and John Swift join It's Personal, the podcast from Civil Service World and KPMG, to discuss everything from overhauling support for bereaved taxpayers to lessons borrowed from the private sector, and why technology may be just 20% of the change needed
Citizen experience is flatlining. Can a system shift change that? Partner Content
21 May Operational Delivery
Citizen experience is flatlining. Can a system shift change that?
A new report from KPMG shows public sector citizen experience scores have barely moved over the past five years. In a recent Civil Service World webinar, senior leaders from the Home Office and NHS England joined KPMG’s Jo Thomson to discuss what can be done to shift the dial
Citizen experience at scale: The challenge for reimagining public services Partner Content
03 Jun 2025 Operational Delivery
Citizen experience at scale: The challenge for reimagining public services
Tailoring public services to different citizen needs will be a key strand of the next wave of digital reform – but how can public sector organisations do it while also delivering at scale and with tight budgets? A recent CSW webinar, in partnership with KPMG, explored the latest findings on what citizens really think about public services and how to turn those insights into drivers for sustainable change
At your service: Delving deeper into citizens’ experiences of government services — and how to improve them Partner Content
24 Apr 2024 Operational Delivery
At your service: Delving deeper into citizens’ experiences of government services — and how to improve them
Recent research shows that citizen satisfaction in public services has fallen for a third year in a row. We report on a CSW webinar exploring how to address this challenge and reverse the trend