Our report provides our insights on what matters for government to get right to improve operational delivery. It contains several case examples where organisations are attempting to improve services in challenging and complex circumstances, such as prisons and the asylum system.

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Good operational capability contributes to government achieving:

  • better outcomes for service users
  • more efficient and productive services
  • increased employee engagement

This report focuses on four capabilities that are required for government organisations to meet operational challenges.

  • Taking a whole-system approach
  • Understanding and dealing with demand
  • Using information to improve
  • Embedding a systematic approach to innovation and improvement

The report’s examples showcase the work practitioners are doing to build stronger operational capability in adverse conditions, including in areas where there is currently poor value for money overall.

Case study

Watch what Registers of Scotland did to re-design its self-serve property deed process and transform the organisation’s day-to-day running.

Background to the report

In 2024-25, central government departments were expected to spend over £450 billion on the day-to-day ‘current’ running costs of public services, grants and administration. This is approximately 35% of public spending. Operational capability will enable government to be smarter in how it manages and improves services, and to find innovative ways of getting the best value from that spend, in the face of emerging challenges.

Operational expertise is required for roles in a range of contexts and in all government organisations. This includes front-line work with users of government services, support services (such as recruitment, IT, asset management and logistics), and business management work (such as finance processes that help front-line teams plan and operate effectively).

There are over 290,000 members of the Operational Delivery Profession (ODP) across central government. It is the largest profession in government; it has members in all organisations and is based in all regions. Its members are the public face of the civil service, often living and working in the communities they serve.

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Press release

View press release (18 Jun 2025)

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