WHITEPAPER

What public sector workers and citizens say about the future of public services

The 2026 Granicus whitepaper explores digital confidence across UK public services, drawing on original research with public sector workers and UK citizens.

While satisfaction with digital services has improved, the research highlights growing concern about future readiness, rising expectations, and the pressures facing organisations delivering essential services.

This report examines where confidence is growing, where it is fragile, and what this means for the year ahead.

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Download the whitepaper

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What’s covered in the report?

The whitepaper explores:

  • How public sector workers and citizens experience digital services today.
  • Why confidence about the future is under pressure — despite recent progress.
  • Where perceptions differ between workers and citizens.
  • The role of skills, leadership, and trust alongside technology.
  • How AI, inclusion, and communication are shaping confidence.

Insights are explored across local government, central government, housing, and the NHS.

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Why download this whitepaper?

  • Ground decisions in evidence: Based on research with people delivering and using public services.
  • Understand where confidence is fragile: Identify the pressure points that risk slowing future progress.
  • Support planning for what comes next: Use insight to inform strategy, investment and service improvement.
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