Across the UK, public services are facing rising expectations and rapid advances in AI and digital capability. Our Citizen Experience Excellence 2025-26 findings show a clear opportunity: by shifting from isolated digital initiatives to true system alignment, organisations can unlock more seamless, empathetic and efficient citizen experiences at scale.
Digital services improve experiences, systems transform outcomes and help organisations deliver services sustainably whilst dealing with cost pressures
Despite years of investment, citizen experience has barely moved – not because progress hasn’t been made, but because transformation has been fragmented. Our 2026 analysis highlights that when data, workflows, technology and people are connected end‑to‑end, public services can move beyond incremental change to deliver integrated, proactive experiences that reflect real citizen journeys.
Citizens want systems that remember, recognise and respect them
People want experiences that connect across channels, understand context, and respond with fairness and empathy. These values sit at the heart of the shift to system alignment and are fundamental to designing services that truly work for citizens.
Read the report to discover where progress matters most.