Digital self-service in the public sector 2025: Approach to service delivery report

The GOSS Digital Self-Service in the Public Sector research initiative, now in its tenth year, is one of the UK's most comprehensive of its kind. This annual survey provides a deep dive into the current state of digital self-service, capturing the perspectives and experiences of public sector organisations. Drawing on a decade of comparable data, the report offers valuable insights into the progress and strategies shaping digital transformation. As the UK public sector continues to lead in digital innovation, propelled by financial pressures, citizen-focused improvements, and the acceleration of online services due to the COVID-19 pandemic and cost-of-living crisis, it must also navigate persistent challenges such as legacy systems, skill shortages, resistance to change, and the shifting priorities of a newly elected Labour government.

In this report, the current state of digital self-service in the public sector is explored, focusing on online service delivery and the integration of AI technologies. It highlights key metrics such as the percentage of services provided online, organisational readiness, and success factors. By assessing the importance and achievement of digital self-service objectives, it provides insights into the strategies organisations are taking in an increasingly digital landscape.

Discover in this report:

• Public sector organisations' current digital self-service delivery and usage levels.
• The factors driving the success of organisations' digital self-service plans.
• How organisations measure their digital transformation and self-service success.
• If public sector organisations are achieving their digital self-service objectives.

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