10:30 - 11:30

Writing in the foreword to the government’s new blueprint for modern digital government, secretary of state Peter Kyle put citizen experience at the heart of his vision, saying that a truly digital state is “one where services work across institutional boundaries, and where digital credentials enable a more timesaving, personalised user experience.”

Creating modern services will make citizens feel seen, heard and understood, but the drive for service transformation is challenged by budget constraints and evolving technology. To realise this vision, we need innovative approaches to design and delivery – digital transformation will only work if planned around citizens’ needs.

In this CSW webinar, hosted in partnership with KPMG, a panel of experts from across government and the public sector will 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.

In recent years, KPMG’s research has built a solid foundation with insights from thousands of citizen voices across diverse demographics, providing government leaders with actionable intelligence to help shape policy and service delivery in ways that make a real difference. Based on findings from its 2025 Citizen Experience Excellence (CEE) report – the fifth edition of the research – the discussion will provide real-world strategies for enhancing public services to meet the expectations as well as the needs of citizens. We’ll also examine what makes an excellent citizen experience and learn how the 3Rs of the customer journey – remember, recognise, respect – are key to delivering them.

Discussion topics include:

How can we translate citizen insights into improved service delivery?
What do good, personalised services look like, and how can service teams go about designing them at scale?
What are the key factors in building personalised public services that work effectively across different demographics?
What skills or capabilities will government need to build to improve citizen experience?
What can leaders do to ensure that citizen experience is considered at the right points in the policy design and delivery cycle?
What can digital and operational teams do to enact change within their own remits?

Session

Speakers4 Speakers

Suzannah Brecknell

Jo Thomson

Emily Middleton

Mark Thompson