CLIENT /// Government Digital Service (GDS), Cabinet Office

CHALLENGE /// To change the culture and drive the capabilities of the Home Office to digital by default services.

OUTCOME /// High-quality digital services for citizens, increased digital civil service capability, and senior awareness of the importance of digital to the future of government.

DISCIPLINES /// Digital Transformation, Product Management, Solution Architecture, Agile Project Management


The Home Office is one of the UK Government’s main departments of state with a mission to keep our citizens safe and secure. In 2013 the GDS Transformation team began working with departments to deliver 25 examples of high-quality, high-volume, citizen-facing digital transactions. We were engaged to establish the Home Office exemplars, and to use these as a means of driving change in the organisation to digital by default services and ways of working.

We worked quickly with small teams to establish rapid momentum, demonstrate a can do attitude with results, and continually challenge entrenched blockers. With a relentless focus on improved user experiences and evolution of technical solutions we gathered an increasingly passionate following from civil servants keen to make a difference. These individuals found their own momentum and with help and support went on to make outstanding achievements improving the experiences and often lives of people using Home Office services.

These exemplars were highly successful achieving their coveted ‘Live’ assessments in under 2 years, one resulting in a net present value of £33M, one winning the Best Public Sector Project of the Year in the Computer Weekly European User Awards 2015.

Importantly these new digital services led the Home Office transformation including a new digital division of 450 civil servants and contract staff across London and Sheffield.