‌It will look to build services that make use of artificial intelligence (AI) and modern solutions to mirror customer services in the private sector – from modern banking and online shopping to utilities. ‌Speaking to the Mirror, tech minister Ian Murray said: “We’ve pretty much got a digitised population by an analogue government. “So what we're launching today is CustomerFirst, which is a pilot project, which is part of our digital roadmap to try to modernise government.”The unit will go from public service to public service and decide a unique efficiency plan for each one. ‌“The DVLA receives 45,000 pieces of paper through the post every single day and the customer service is pretty poor,” Mr Murray said. CustomerFirst builds on work taking place across government to modernise public services, including at HMRC and the NHS app.

Source: Daily Mirror January 17, 2026 01:44 UTC