INSIGHTS
Public Sector at Digital Crossroads
8x8 and Cavell have released a new nationwide report highlighting tech and cyber challenges in the public sector, based on insights from senior public sector leaders. The findings reveal a digital crossroads: despite government AI initiatives and tech overhaul plans, many organisations still wrestle with legacy systems, fragmented platforms, and rising cyber risks.
The 2025 UK Public Sector CX Report lays bare the glaring gaps in digital maturity, strategy, and frontline service capabilities across local government, housing, healthcare and education. Highlighting the fragmented state of citizen engagement, the report shows common pain points but also the capabilities needed for public sector transformation. “More than 80% of respondents are currently changing or intending to change their contact center provider in the next two years,” said Jamie Snaddon, EMEA Managing Director at 8x8, Inc. “That means there’s a chance to deliver a better future for public engagement for the majority – but the clock is ticking.” Despite the government laying out an AI Action Plan and the proposed overhaul of tech usage in the public sector, the report findings expose a striking gap between ambition and reality. While leaders are eager to integrate AI to transform citizen services, most are still wrestling with outdated systems, security anxieties, and staff overwhelmed by too many disconnected platforms. The research uncovered several trends that consistently affect all four sectors surveyed: Change Averse Citizen communication habits remain omnichannel and despite digital advances, email (74%), phone (68%), and face-to-face
(66%) remain the top contact channels; however social media (52%) and live chat portals (45%) are gaining traction. Staff caught in Platform Sprawl With AI adoption surging and public expectations at an all-time high, nearly a third (31%) surveyed argued their biggest challenge was “platform sprawl”. Platform sprawl refers to the uncontrolled growth and proliferation of platforms and services within an organisation, and often occurs when different teams or departments independently choose and deploy resources without a centralised strategy or governance framework. AI and Data Integration Pressures 47% expect policies to encourage more AI usage within three years. Meanwhile, 74% have been tasked with increasing integration with other government bodies by 2030. Security is still a key priority 34% of respondents say that improving cybersecurity and compliance will be their main strategic goal in 2030, and 33% said AI has forced an increased focus on data protection. “Public sector organisations are telling us they’re at a critical turning point,” said Joe McStravick, Vice President, EMEA Sales at 8x8, Inc. “There’s a clear
Jamie Snaddon Managing Director, EMEA
8x8.com
More than 80% of
respondents are currently changing or intending to change their contact center provider in the next two years
48
Powered by FlippingBook