appetite to improve citizen services as expectations around AI, data, and omnichannel engagement delivery increase. But for many, delivery of the tools, and training on their use, is not keeping pace – and that’s often down to budgets.”
in contact centers by 2030, the research shows most organizations are still early in their AI journey. While there is a focus on improving call routing, training, proactive citizen engagement, and self-service, many lack the infrastructure or insights to scale effectively. Concerns over security, cloud transition risks, and regulatory obligations influence buying decisions. The most important vendor selection criteria cited across all sectors include product functionality, brand reputation, and expertise in compliance and integration, with the mean average for changing contact center providers taking one year and three months. “These challenges speak to why unified CX matters more than ever,” added Snaddon. “Public service teams want to deliver better outcomes, but fragmented systems and inconsistent citizen experiences hold them back. A single secure, AI-powered CX platform can give them the data, insights, and flexibility they need – whether that’s streamlining calls, improving accessibility, or helping mobile teams stay connected in the field.” n
Tools that aren’t fit for tomorrow’s purpose
“While there is no shortage of ambition, the reality is that fragmentation, outdated technology, and security concerns are still widespread,” said Finbarr Begley, Senior Analyst at Cavell. “The issue is budget, which means the path forward will demand strategic focus, better vendor partnerships, and a renewed investment in people and training. With the right platforms and policies, public sector organisations can not only meet rising expectations – they can exceed them, creating smarter, faster, and fairer services.” Implications for the future of CX in the public sector With 59% of public sector leaders saying AI will be the most transformational factor
Finbarr Begley Senior Analyst
cavellgroup.com
The issue is budget, which means the path forward will demand strategic focus, better vendor partnerships, and a renewed investment in people and training. The report is based on research conducted by Cavell Group across 401 senior decision- makers from non- central government organisations across the UK in January 2025.
Sector-specific challenges, pressure points and priorities Healthcare Local Government Data security Increased patient expectations Evolving regulations
🏛 Digital transformation costs 🏛 Poor network quality 🏛 Resistance to automation 🏛 Transitioning to cloud-based contact centres
Pressure to improve integration with other government IT systems and move to cloud
Education
Housing Associations
🎓 Outdated collaboration tools 🎓 Lack of shared knowledge systems 🎓 Concerns over student data security 🎓 Bans on AI usage 🎓 Reduce reliance on legacy communication channels such as email and phone
🏠 Fragmented communication channels 🏠 Lack of integration with other relevant services 🏠 A dispersed frontline workforce 🏠 Concerns around platform and system migrations 🏠 Security of customer data 🏠 R eliance on consumer messaging apps to maintain contact with service users.
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