On 17 January 2026 the Department for Science, Innovation and Technology launched CustomerFirst, a new unit tasked with improving citizen-facing government services. The team is led by Tristan Thomas, previously of Monzo, with Octopus Energy chief executive Greg Jackson named as the unit’s first co‑chair. The Driver and Vehicle Licensing Agency (DVLA) has been selected as the initial delivery partner. ([gov.uk](https://www.gov.uk/government/news/government-customer-services-to-be-modernised-with-help-of-industry-experts))
CustomerFirst’s brief is practical: shorten phone waits, remove duplicate forms and reduce manual processing. The unit will partner with departments to test live changes that speed up responses and improve accuracy for users, while equipping frontline staff with better tools. Ministers have framed the work as modernisation aimed at faster, simpler, more reliable services. ([gov.uk](https://www.gov.uk/government/news/government-customer-services-to-be-modernised-with-help-of-industry-experts))
DSIT says CustomerFirst will operate on a “NewCo” basis. In practice this means reshaping services away from legacy systems, giving the team freedom to test prototypes and build new platforms where needed, while departments focus on long‑term capability and operating structures. Officials emphasise end‑to‑end reform rather than isolated channel shifts. ([gov.uk](https://www.gov.uk/government/news/government-customer-services-to-be-modernised-with-help-of-industry-experts))
AI-enabled service redesign is expected where it improves speed and accuracy. Octopus Energy’s Kraken platform offers a reference point: its Magic Ink tool supports staff to draft about 35% of customer emails, and those messages record satisfaction of roughly 70%, according to a techUK case study. CustomerFirst cites such evidence to demonstrate how modern software can raise responsiveness without extra headcount. ([techuk.org](https://www.techuk.org/resource/case-study-kraken-tech-s-generative-ai-tool-for-customer-service.html))
Government-built tools are part of the mix. Caddy, an assistant for contact‑centre advisers, has been open-sourced and used to surface guidance more quickly; ministers now want similar capabilities applied to motoring queries. DSIT says the DVLA partnership will examine high‑volume interactions such as driving licence and vehicle registration requests and produce a blueprint for other services. ([gov.uk](https://www.gov.uk/government/news/uks-best-ai-engineers-can-apply-now-to-build-tech-for-public-services-in-1-million-fellowship?utm_source=openai))
DSIT estimates that shifting processing online where appropriate could save up to £4 billion across the state. CustomerFirst’s focus is on redesigning whole processes and using technology to avoid rework and delay, rather than simply closing offline routes. ([gov.uk](https://www.gov.uk/government/news/government-customer-services-to-be-modernised-with-help-of-industry-experts))
Accessibility remains a stated commitment. Telephone and face‑to‑face options will continue for people who need them, including older users and those less confident with technology, while online routes become the default for straightforward tasks. ([gov.uk](https://www.gov.uk/government/news/government-customer-services-to-be-modernised-with-help-of-industry-experts))
The launch forms part of the Roadmap for a Modern Digital Government published on 17 January. The plan groups work around joining up services, responsible use of AI, stronger digital and data infrastructure, specialist talent, funding for outcomes and greater transparency. DSIT is also inviting expressions of interest for senior roles in service design, solutions architecture and product management. ([roadmap-for-modern-digital-government.campaign.gov.uk](https://roadmap-for-modern-digital-government.campaign.gov.uk/))
Delivery will sit alongside existing guidance. The Government Digital Service AI Playbook and cross‑government guidance on generative AI set expectations for security, privacy and human oversight; these frameworks will shape any tools deployed through CustomerFirst. ([gov.uk](https://www.gov.uk/government/publications/ai-playbook-for-the-uk-government/artificial-intelligence-playbook-for-the-uk-government-html?utm_source=openai))
Analysis: DVLA is a logical starting point given its scale and mature digital estate. Useful indicators for the pilot include average handling time, queue abandonment, repeat contact rates and complaint volumes. If the model holds, later waves are likely to align procurement and reporting with the Roadmap’s outcomes‑focused funding theme and user‑centred metrics. ([roadmap-for-modern-digital-government.campaign.gov.uk](https://roadmap-for-modern-digital-government.campaign.gov.uk/))