Insight: Three key takeaways for digitalising public services

This week we attended techUK’s Tech Policy Conference, which brought together leaders from government, industry and the tech sector to discuss the opportunities and barriers shaping the UK’s digital future. David O'Hara, Digital Transformation Lead for Reed in Partnership, discusses what happened:

My role is primarily focused on how public services can evolve so service users can benefit fully from modern, well-designed digital delivery.

As we expand our role in digital public services, one of the benefits of being part of the techUK community is the opportunity to contribute to policy discussions that will shape the future of public services. The conference reinforced a shared ambition: to build services that are easier to access, more joined-up, and designed around users’ needs.

As techUK’s Deputy CEO Anthony Walker highlighted, digital transformation does not “just happen.” Progress depends on clear policy choices, sustained investment and a commitment to building the right foundations for change. This message echoed across sessions and was strongly reinforced by the DSIT Secretary Liz Kendall, who argued that the challenge ahead is “to show that we can make tech work for all”. This is not just a technical challenge, but a societal one.

Here are my three key takeaways from the day:

1 - Digital ID needs a foundation of trust and inclusion

Speakers were clear that the Government’s plans for a voluntary Digital ID have the potential to transform how people access public services, but only if developed with trust, transparency and inclusion in mind. Liz Kendall highlighted that 1.6 million people remain offline or lack basic digital skills, stressing that “we’ve got to get people online and with the skills” to ensure no one is excluded from modern public services.

Trustworthy Digital ID will require strong data foundations, security by design and accessible routes for people who cannot, or prefer not to, use smartphones. A trusted Digital ID system must support everyone, especially those currently digitally excluded.

2 - Digital public services rely on interoperable infrastructure

A recurring theme throughout the conference was the importance of interoperability: the ability for systems to connect and share information securely across government. For the public, this means being able to access the services, information and support they need without navigating department‑by‑department barriers. Creating these seamless citizen journeys requires unified data foundations and collaborative digital infrastructure, interoperability will be a key requirement of public service providers.

3 - AI adoption depends on upskilling and redesigned workflows

AI offers significant potential to improve public services, but speakers emphasised that success depends on people, not just technology. Effective adoption will require investment in workforce skills, thoughtful redesign of workflows, and organisation‑wide readiness. AI cannot be treated as a simple IT deployment; it must be a change programme and integrated in ways that support staff, enhance decision‑making and improve outcomes for service users.

Looking ahead

The conference made clear that digitalising public services is a long‑term, national journey. As a provider supporting people and communities across the UK, we will continue to strengthen our digital capability and embed inclusive, user‑centred design in everything we do. Our focus remains on ensuring that everyone can access the services and support they need now and in the future.