A new DSIT unit, CustomerFirst, has been set up to enable the digital transformation of government services, drawing on the expertise of private sector leaders. The unit will be led by Tristan Thomas, formerly of Monzo, with Greg Jackson, CEO of Octopus Energy, as first co-chair.
Announcing the unit on Saturday, DSIT said CustomerFirst will "test innovative ways to tackle delays and frustrations by partnering with departments to re-wire the government services on which millions rely”.
Greg Jackson, founder and chief executive of Octopus Energy, said: “With modern technology, including AI, and – even more importantly – empowered teams whose job it is to help citizens, we can improve service without increasing costs. Brits deserve better, and I hope this will help deliver it.”
The frustrations which CustomerFirst promises to eliminate through the use of technology include “long phone queues, repeated form-filling and endless paperwork”. The stated broader aim is to “transform public services, modernise government, and accelerate national renewal across the UK”.
The new DSIT unit also aims to deliver savings to the taxpayer through the use of technology, mirroring private sector provision such as energy firm Octopus, where generative AI tools assist in drafting 35% of all customer emails.
Moving government service processing online, rather than over the phone or by post, is estimated to potentially unlock a £4bn saving. The government has promised to continue to provide telephone and face-to-face options for those who are less confident using technology, however.
The launch of CustomerFirst comes as part of the government’s Roadmap for Modern Digital Government, published on the 17th January, which sets out how technology will be used to transform public services across the state.
Ian Murray, minister for digital government, said: “Too often people are put off from interacting with the services they need by the frustration that comes with waiting on hold, filling in endless forms, and jumping through hoop after hoop.”
Murray said that CustomerFirst would enable government to “redesign services so they meet the demands of modern life – fast, simple and stress-free”.
The Driver and Vehicle Licensing Agency will be the first government service to partner with CustomerFirst. The DVLA has struggled to modernise its services, and was criticised by MPs in a 2023 Public Accounts Committee report for its “antiquated” operations.
The partnership with the new DSIT unit aims to help customer service teams at DVLA to give faster, more accurate support.
Tim Moss, chief executive of DVLA, said: “We are excited to be working with DSIT on the CustomerFirst programme. DVLA has a track record of delivering great digital services and we are keen to build on this and further develop the next generation of high-quality services that citizens should expect.”
Other departments will be enabled to deliver the same improvements unlocked by technology, using DVLA as a blueprint.
DSIT said expressions of interest for senior roles in service design, solutions architecture and product management are now open for those who want to be part of the transformation of services.