CustomerFirst is a new unit in GDS, set up to explore fresh ways of working in government and modernise public services. The unit launched in January 2026. This blog post shares insight into the work so far and plans for the 2 years ahead.
...imminent publication of the strategy and his plans for 2017 and beyond. Anyway. Time for some cake. Follow GDS on Twitter, and don’t forget to sign up for email alerts....
...which was attended by members of the EA content team, content designers working on EA services and a content designer from the Department for Communities and Local Government. We drafted...
...way to go. We’re approaching the service assessment transformation as we would a digital service transformation. User needs will continue to be identified and validated, and we will continue testing...
The US government runs an International Visitors Leadership Program, which brings together future leaders from around the world. The most recent visit was for future digital and technology leaders and GDS was invited to take part. We wanted to share what we learnt.
Webchat is a support channel where users can talk to advisers through real-time online text chat. We ran an alpha to learn from departments that have been using webchat and to learn what works for users.
...the organisation. Emily will be Director of Policy and Engagement at GDS. Emily previously worked at Number 10 as Senior Policy Adviser for Welfare, Employment and Pensions. Emily will be...
...identified 3 main useful metrics: the breakdown of transactions per channel, the number of unique users for a service, and the reason a user contacts a service or has to...
...Verify is a live service, and growing fast. We’ve hired and trained more people to deliver digital services right across government. I’m proud to be leading an organisation that has...
...basic digital skills free for adults who need extra help. GDS already helps government to create digital services so good that people prefer to use them, and the Service Standard...
When designing services or creating content, we always start by thinking about user needs. We create registers in the same way.
If you’re interested in joining us, check out all open opportunities on the GDS careers site.
