The government has launched a new unit within the Department for Science, Innovation and Technology, to modernise public services.
CustomerFirst will use technology to transform public services, modernise government, and accelerate national renewal across the UK.
The unit will be led by Tristan Thomas, formerly of Monzo, with Greg Jackson, CEO of Octopus Energy, as first co-chair.
It will test innovative ways to tackle delays and frustrations by partnering with departments to rewire the government services on which millions rely.
CustomerFirst will build services that make use of AI and modern solutions to mirror best practice from the private sector such as modern banking and online shopping.
The Driver and Vehicle Licensing Agency (DVLA) will be the first organisation to partner with CustomerFirst. The team will work on the millions of customer interactions each year on driving licences, vehicle registration and other motoring services and make life easier for motorists by deploying technology on the front lines of customer service.
Work at DVLA will then be used as a blueprint for improving services across government.
Minister for Digital Government Ian Murray said: "Too often people are put off from interacting with the services they need by the frustration that comes with waiting on hold, filling in endless forms, and jumping through hoop after hoop.
"A culture of ‘computer says no’ is not good enough, and this Roadmap sets out the wide range of brilliant work happening across government to improve public services and citizens’ interaction with them.
"Alongside that we’re launching CustomerFirst – taking bold steps in how we redesign services so they meet the demands of modern life – fast, simple, and stress-free."
DVLA CEO Tim Moss CBE, said: "We are excited to be working with DSIT on the CustomerFirst programme. DVLA has a track record of delivering great digital services and we are keen to build on this and further develop the next generation of high-quality services that citizens should expect."
