CustomerFirst: how we’re transforming services together

Posted by: , Posted on: - Categories: Digital strategy, Digital, Data and Technology
Rt Hon Ian Murray MP, Minister for Digital Government and Data, sitting at a desk in front of a computer while wearing a headset microphone

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.

How GDS and DWP worked together to improve GOV.UK One Login

Posted by: and , Posted on: - Categories: GOV.UK One Login, Ways of working
Three phone screens showing GOV.UK service pages. One says "Tell us if you get Personal Independence Payment (PIP)", the second says "Do you get Personal Independence Payment?" and the third says "Answer security questions". Above the screens text says "GOV.UK One Login, Modern digital government in action"

Natalie Jones OBE and Cheryl Stevens MBE explain how their teams are joining up to make proving your identity online simpler, giving you more ways to access government services.

More than a helpdesk: user support’s role in helping GOV.UK Notify send 12 billion messages

Posted by: , and , Posted on: - Categories: GOV.UK Notify
Illustrative image showing a general user support journey, with illustrative icons below it to show how support data is used by the Notify team - to scale, engage the team, for continuous improvement and to measure progress.

User support – a necessary burden or a strategic advantage? Find out how GOV.UK Notify turned users’ questions into insights, team engagement and an improved service that has now sent 12 billion messages.