Government starts ‘digital first’ service roll-out
Peter Stonham

A more efficient customer experience for the millions who use public services is one of the promised outcomes to be pursued under a new ‘CustomerFirst’ initiative across government, with The Driver and Vehicle Licensing Agency to be a pathfinder body for the concept. It is part of the government’s new Roadmap for a Modern Digital Government policy, just tabled. Its objectives include implementing AI in public services, expanding GOV.UK One Login and developing a Digital Wallet, promoting the reuse of data across government departments, establishing a national data library, improving data literacy, and ensuring digital leadership representation on executive committees in public sector organizations. “Long phone queues, repeated form-filling, and endless paperwork... continue