Citizens Don’t See Departments: Cross-Sector Ideas for Joined-Up Public Services

Citizens experience a service, not the organisational boundaries behind it. Yet delivering a genuinely joined-up experience is difficult when technology, data, processes and accountability span multiple teams, systems and institutions.

These challenges are not unique to government. Other regulated sectors are also working to connect complex journeys while balancing trust, governance and accountability.

This panel brings together leaders from government and other regulated sectors to explore transferable ideas, practical lessons and the role of experience design, orchestration and agentic technology in making services feel simpler and more connected.