The UK government has launched CustomerFirst, a new unit in the Department for Science, Innovation and Technology to modernise frontline services. The team is led by Tristan Thomas (formerly Monzo) with Octopus Energy chief executive Greg Jackson as co‑chair. The Driver and Vehicle Licensing Agency (DVLA) will be the first partner, with the programme framed within the government’s new Roadmap for a Modern Digital Government published on 17 January 2026. ([gov.uk](https://www.gov.uk/government/news/government-customer-services-to-be-modernised-with-help-of-industry-experts))
According to DSIT, CustomerFirst will work with departments to reduce waiting times, remove repeat form‑filling and redesign end‑to‑end processes. The government cites a potential £4 billion saving from shifting processing to online channels and pursuing full service reform, supported by a “NewCo” delivery approach that enables teams to build outside legacy constraints. ([gov.uk](https://www.gov.uk/government/news/government-customer-services-to-be-modernised-with-help-of-industry-experts))
Government material indicates CustomerFirst sits within the Government Digital Service (part of DSIT) and is set up to operate at pace while drawing on experienced civil servants and external specialists. An expression‑of‑interest phase is open now, with formal recruitment for senior product, service design and architecture roles beginning in February 2026. ([customerfirst.campaign.gov.uk](https://customerfirst.campaign.gov.uk/))
DVLA’s selection reflects the scale of demand it manages. In 2024–25, the agency recorded 99.4 million transactions and answered 14 million customer queries through its contact centre; the average caller waited 12 minutes and 8 seconds to reach an adviser in 2024. The DVLA work is intended to reduce repeat contacts and simplify licensing and registration, creating a blueprint for other departments. ([gov.uk](https://www.gov.uk/government/publications/dvla-annual-report-and-accounts-2024-to-2025?utm_source=openai))
The initiative aligns with wider AI adoption across government operations. Caddy, an assistant open‑sourced in 2025 after trials with Citizens Advice and now used by a Cabinet Office team, supports staff by surfacing guidance rapidly; GOV.UK Chat is in private beta; and Assist, the Cabinet Office’s writing tool for communicators, is now in production and expanding its user base. ([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))
Officials point to private‑sector practice as a benchmark. Octopus Energy reports its “Magic Ink” tool drafts around 35% of customer emails with satisfaction of about 70%, while keeping humans in the loop-an approach the government references as it seeks faster, more accurate support for users. ([techuk.org](https://www.techuk.org/resource/case-study-kraken-tech-s-generative-ai-tool-for-customer-service.html))
Ministers emphasise the reforms are intended to support staff as well as users by equipping contact‑centre and casework teams with modern tooling. Government communications also state that services will remain accessible to people who prefer or need telephone or face‑to‑face support, with digital the default rather than the only route. ([gov.uk](https://www.gov.uk/government/news/government-customer-services-to-be-modernised-with-help-of-industry-experts))
Transparency and assurance requirements will apply as capability expands. Departments already publish Algorithmic Transparency Records for tools such as GOV.UK Chat and Cabinet Office Assist, setting expectations for information on purpose, data sources, safeguards and oversight that future CustomerFirst deployments would be expected to meet. ([gov.uk](https://www.gov.uk/algorithmic-transparency-records/dsit-gov-dot-uk-chat?utm_source=openai))
For motorists, the first changes should be shorter, clearer flows for common tasks and better‑supported agents for complex cases. DSIT describes a focus on faster steps, fewer failure points and modernised casework at DVLA-using AI where appropriate-while preserving manual routes for users who need them. If the model works, other departments will be encouraged to adopt the same patterns. ([customerfirst.campaign.gov.uk](https://customerfirst.campaign.gov.uk/join-us/))
Next steps are immediate. CustomerFirst’s recruitment opens in February 2026, while DVLA becomes the first exemplar under the Roadmap’s wider programme to join up services, adopt AI responsibly, strengthen digital public infrastructure and invest in specialist talent. ([customerfirst.campaign.gov.uk](https://customerfirst.campaign.gov.uk/join-us/))