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Improving operational services in government

Government expects to spend over £400 billion in 2022-23 on running public services that millions of people in the UK need to use every day, from applying for a passport or Universal Credit, to simply making a complaint. Getting service delivery right ensures both a good experience for the people using the service and efficient use of government time and money.

This report is a follow-up to our 2021 good practice guide for senior leaders on improving operational service delivery in government. It will provide insight into some of the key operational issues for people managing services in government. It will share good practice and identify lessons and practical actions to overcome common challenges for government. Our aim is to support organisations to improve how services are provided.