The Government has announced ambitious plans to revolutionise public service delivery with the launch of a GOV.UK Wallet and a GOV.UK App, aimed at simplifying access to services and documents, reducing delays, and cutting costs. Central to the initiative is the introduction of a digital driving licence, which will be available later this year.
The wallet uses facial recognition and other smartphone security features to ensure documents remain secure, even if devices are lost. The initiative is expected to streamline processes such as proving eligibility for benefits or purchasing age-restricted items, reducing the need for physical documents and delays caused by postal systems.
Transport Secretary Heidi Alexander called the digital driving licence a "game changer," stating that it empowers users by making interactions faster, easier, and more secure.
Launching in summer 2025, the GOV.UK App aims to make accessing government services more intuitive and user-friendly. Users will build a personalised homepage based on their preferences, enabling quick access to information on services such as MOTs, road tax, and benefit applications.
The app integrates with GOV.UK One Login for secure, seamless interactions. Notifications will alert users to updates on their applications or relevant services, significantly reducing the need for costly text message reminders. In the future, users will be able to perform tasks like cancelling a stolen passport or finding apprenticeships directly through the app.
The government is also exploring the integration of its AI chatbot, GOV.UK Chat, into the app. Successfully piloted in December 2024 with 10,000 business users, the chatbot handled 24,000 queries, providing accurate answers in 90% of cases. It also demonstrated robust security by thwarting all attempts to manipulate the system.
GOV.UK Chat could help users find answers to complex questions by summarising relevant information from multiple pages, providing a valuable addition to the app.
These tools are part of a broader plan to overhaul public sector technology, with the potential to unlock £45 billion in efficiency savings. The government aims to modernise how it builds, funds, and uses technology, supported by a revamped Government Digital Service (GDS) housed within the Department for Science, Innovation and Technology (DSIT).
The Digital Commercial Centre of Excellence, also announced, will help public sector organisations negotiate contracts collaboratively to save money and open opportunities for UK start-ups and scale-ups.
Pilots for some services, such as those supporting people with long-term health conditions, are set to begin with local health agencies later this year. By combining innovative digital tools with streamlined processes, the government aims to enhance public service delivery and improve citizen experiences across the board.