Guest blog by Lee Perkins, Civica: Putting citizens first in the future of UK digital government
When I joined Civica as CEO in 2022, the UK government had just begun implementing its 2022-25 Roadmap for Digital and Data. This strategy outlines an ambitious blueprint for the transformation of digital public services, which resonates deeply with Civica's vision of becoming a global GovTech champion, committed to making software that helps deliver critical services to citizens all around the world.
To assess progress against the strategy’s objectives and identify any barriers to delivery, we’ve partnered with Total Politics on an annual survey of senior civil servants. A year ahead of the Roadmap's finish line, as I reflect on the survey findings, it’s clear that the commitment we’ve seen so far has delivered encouraging progress. However, the data also underlines a clear need to refocus efforts in five key areas.
Renewed focus on strategic alignment
Four years after the launch of the strategy, our findings show that just under half of civil servants (48%) feel that their organisation’s digital priorities align with the roadmap. This compares with 42% in 2023. This indicates that, while progress has been made, significant gaps remain to be addressed if the government is to deliver a marked improvement in productivity and citizen-centred innovation ahead of the deadline.
To move forward effectively, the government should prioritise strategic alignment by encouraging collaboration between departments and linking digital transformation to services that focus on citizens’ needs.
Prioritisation of a single access point
The roll-out of GOV.UK One Login is a cornerstone of the government’s digital strategy, facilitating seamless, easy access to public sector services. To date, however, only 16% of departments are actively implementing this initiative. With almost two-thirds of civil servants unaware of any roll-out plans, there’s an urgent need for wider communication about the importance of implementing a tool that is critical for enhanced citizen services.
Given that improving data sharing across services was a key priority in Labour’s 2024 manifesto, now that the party holds office, the Department for Science, Innovation and Technology (DSIT) is expected to play a central role in overseeing the digital transformation of the public sector. This includes managing data initiatives and fostering greater inter-departmental connectivity. In this context, the single login initiative, which aims to streamline citizen access to government services, must continue to receive robust support to align with the Government’s broader vision of an efficient and integrated public service framework.
Enhanced access to quality data
Improving data quality is essential for personalised public services and decision-making. Our survey found that 56% of civil servants have prioritised resolving data quality issues over the past year – up from 45% in 2023. This reflects growing recognition of the need for robust data to support AI and digital services. Despite this progress, however, more than half (57%) of the civil servants we spoke to reported difficulties in using data from multiple sources.
Initiatives such as the Data Marketplace, although not yet widely understood (with only 6% familiarity among civil servants), offer a pathway to improved data sharing and quality. It will be important for the government to accelerate both awareness and adoption of this tool to close the data fragmentation gap.
Breaking down barriers and siloes
One of the survey’s most striking insights is civil servants’ low confidence in their organisation’s ability to leverage data effectively. Only 5% rate their department’s capacity to do this as ‘very good’. These findings underscore the urgent need for improvement in data management and utilisation.
When asked about the key challenges to implementing digital and data initiatives, ‘siloed working practices’ emerged as the top barrier (60%). This has increased from 46% in 2023, pointing towards an increasing lack of collaboration and integration as major impediments to progress. ‘Legacy IT infrastructure’ has also moved up the list of barriers from third to second place (47%).
Leveraging AI to improve productivity
As departments seek to modernise systems, improve data quality and automate workflows, there is a significant opportunity for AI. Several departments are exploring this potential, with applications including HMRC’s AI-powered chatbots to automate routine tasks and optimise resources, and the use of AI technologies to detect and prevent fraud by the Department for Work and Pensions.
Yet, while 70% of civil servants view AI as crucial for improving productivity, only 31% of departments are currently taking advantage of the technology. Bridging this gap requires targeted efforts to enhance AI adoption and training, ensuring that departments are equipped with the tools and knowledge to implement AI-driven solutions ethically and effectively.
Embracing a citizen-centric digital future
As we approach the final stretch of the UK government's 2022-25 Roadmap for Digital and Data, it’s crucial to reinforce our commitment to citizen-centric services. While progress has been made, our survey reveals a need for improved strategic alignment among departments, ensuring that digital priorities resonate with the roadmap's goals. The urgent implementation of GOV.UK One Login and enhanced data quality must be prioritised to streamline access and personalise public services effectively. Breaking down silos and leveraging AI technology will further empower civil servants to deliver innovative solutions. Now is the time for decisive action. Let’s rally behind these initiatives to transform UK public services and truly put citizens first.
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Heather is Head of Central Government Programme at techUK, working to represent the supplier community of tech products and services to Central Government.
Prior to joining techUK in April 2022, Heather worked in the Economic Policy and Small States Section at the Commonwealth Secretariat. She led the organisation’s FinTech programme and worked to create an enabling environment for developing countries to take advantage of the socio-economic benefits of FinTech.
Before moving to the UK, Heather worked at the Office of the Prime Minister of The Bahamas and the Central Bank of The Bahamas.
Heather holds a Graduate Diploma in Law from BPP, a Masters in Public Administration (MPA) from LSE, and a BA in Economics and Sociology from Macalester College.
Ellie joined techUK in March 2018 as a Programme Assistant to the Public Sector team and now works as a Programme Manager for the Central Government Programme.
The programme represents the supplier community of technology products and services in Central Government – in summary working to make Government a more informed buyer, increasing supplier visibility in order to improve their chances of supplying to Government Departments, and fostering better engagement between the public sector and industry. To find out more about what we do, how we do this and how you can get involved – make sure to get in touch!
Prior to joining techUK, Ellie completed Sixth Form in June 2015 and went on to work in Waitrose, moved on swiftly to walking dogs and finally, got an office job working for a small local business in North London, where she lives with her family and their two Bengal cats Kai and Nova.
When she isn’t working Ellie likes to spend time with her family and friends, her cats, and enjoys volunteering for diabetes charities. She has a keen interest in writing, escaping with a good book and expanding her knowledge watching far too many quiz shows!
Austin joined techUK’s Central Government team in March 2024 to launch a workstream within Education and EdTech.
With a career spanning technology, policy, media, events and comms, Austin has worked with technology communities, as well as policy leaders and practitioners in Education, Central and Local Government and the NHS.
Cutting his teeth working for Skills Matter, London’s developer community hub, Austin then moved to GovNet Communications where he launched Blockchain Live and the Cyber Security and Data Protection Summit. For the last 3 years he has worked with leaders in Education across the state and independent schools sectors, from primary up to higher education, with a strong research interest in technology and education management.
Programme Manager, Cyber Security and Central Government, techUK
Annie Collings
Programme Manager, Cyber Security and Central Government, techUK
Annie joined techUK as the Programme Manager for Cyber Security and Central Government in September 2023. In this role, she supports the Cyber Security SME Forum, engaging regularly with key government and industry stakeholders to advance the growth and development of SMEs in the cyber sector.
Before joining techUK, Annie was an Account Manager at a specialist healthcare agency, where she provided public affairs support to a wide range of medical technology clients. She also gained experience as an intern in both an MP’s constituency office and with the Association of Independent Professionals and the Self-Employed. Annie holds a degree in International Relations from Nottingham Trent University.
Ella joined techUK in November 2023 as a Markets Team Assistant, supporting the Justice and Emergency Services, Central Government and Financial Services Programmes.
Before joining the team, she was working at the Magistrates' Courts in legal administration and graduated from the University of Liverpool in 2022. Ella attained an undergraduate degree in History and Politics, and a master's degree in International Relations and Security Studies, with a particular interest in studying asylum rights and gendered violence.
In her spare time she enjoys going to the gym, watching true crime documentaries, travelling, and making her best attempts to become a better cook.
Lee Perkins is an experienced technology executive with a strong track record in the UK software and services sector. He currently serves as the CEO of Civica, a position he assumed in October 2022. Before this, Lee held several senior roles at Sage, including Group COO and UK Managing Director. His career includes serving as CEO of M247 (formerly Metronet Group) and UK Managing Director of Techdata.
Lee's career is marked by his ability to drive growth and transformation within SaaS businesses. With over 20 years of experience in commercial and general management, he has demonstrated adaptability across both public and private equity-backed companies. His roles have consistently focused on accelerating cloud adoption, enhancing customer retention and expanding market presence. Additionally, Lee has contributed to industry organizations, including his role as Chair of the North East Council of the CBI (Confederation of British Industry).
Lee brings extensive leadership experience in technology companies, with a focus on SaaS and cloud services. His expertise covers key areas of business operations, from driving revenue growth to shaping commercial strategy and guiding product development.
