Over a year on from the first lockdown, the government has a clear message to ‘build back better’. In an environment shaping up to be as radically different as any in living memory, the government must lay the foundations for its ambitious agenda by embarking on a process of digital modernisation unlike any seen before. 

The pandemic has fundamentally changed how organisations interact with people, this is especially true for public services. Citizens want to be able to interact with them digitally and are increasingly confident in doing so. Bureaucratic processes, from benefits applications to parking permits, have been moved online.