The Future of Public Sector Citizen Experience Delivery

Report Cover
Citizen experience is no longer a digital problem, but an operational one. New research into over 137,000 public discussions reveals a clear gap between ambition and impact: 59% of government leaders say AI hasn't yet delivered measurable improvements in citizen experience, while reporting that siloed data and legacy systems – not budget or headcount – are the biggest barriers holding departments back. The departments pulling ahead are the ones connecting people, data and technology into one operating model, not just adding more digital channels.

Report Snapshot

  • The changing expectations of public services
  • Citizen experience is no longer just a digital challenge
  • Structural complexity is the biggest barrier to improvement
  • Departments still measure efficiency more than experience

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