Digital self-service in the public sector 2025: Challenges and future 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 barriers to digital transformation are examined, evaluating the pace at which service delivery has progressed and the forecasted growth in both online services and AI integration. It also explores the potential role of open-source solutions in strategic planning, assesses anticipated savings made as a result of digital self-service, and reflects on key lessons learned over the past decade.

Discover in this report:

• What barriers are blocking the public sector's digital transformation delivery.
• The expected growth of digital self-service in the public sector in the near future.
• The savings to be made and expected digital self-service investments in the next 12 months.
• Key lessons learned by the UK public sector in delivering digital self-service over the past decade.

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