CustomerFirst
Build the future of public services with us
About us
Millions of people rely on public services every day and those experiences shape trust in government. Too many services still feel slow, fragmented or held back by outdated systems and processes. Small, isolated improvements aren’t enough to meet the scale of the challenge.
Over the past decade, we’ve significantly improved how public services are delivered through digital channels. Now it’s time to level up again – shifting from better ‘digital experiences’ to genuine organisational transformation.
CustomerFirst is modernising the foundations of services, so we can responsibly take advantage of a new wave of technologies – including AI – to deliver faster, simpler, more joined-up customer services at scale.
As a new unit within the Government Digital Service, we have been set up to explore a fresh way of working in government. We operate with the pace and curiosity of a startup, combined with the scale and purpose of the public sector.
We will reshape how current government services are designed, delivered and run – making them easier to use and more customer-centric.
By sidestepping outdated technical and cultural constraints and focusing on the organisational change required to support customer services, we have the freedom to test, build and scale new approaches rapidly.
We’re assembling expert teams from across the Civil Service and the private sector, bringing together deep experience and an entrepreneurial mindset to unlock meaningful improvements in how government serves the public.
Our work aligns directly with the roadmap for modern digital government, published in January 2026.
Join us in transforming government services
We’re looking for innovators who care about improving public services at scale and who are excited to build something new.
You’ll be joining a team led by Tristan Thomas, formerly of Monzo, a commercial leader who has built and scaled regulated tech businesses and mission‑driven brands.
With our first co‑chair, Greg Jackson, CEO of Octopus Energy, bringing deep expertise in using modern technology, design and AI to transform customer experience at scale.
Together, they blend entrepreneurial drive and real‑world transformation expertise that will shape how we build and deliver services.
Tristan Thomas
Director
Formerly of Monzo
Greg Jackson
Co-Chair
CEO of Octopus Energy
This is a rare opportunity to join early and help shape:
- the services we build
- the way we work
- the model for transformation across government
Our approach isn’t fixed. We’re still shaping it. If you want to help define how the UK delivers public services for the next decade – this is your moment. Find out more about how to join us.
CustomerFirst is based in the Government Digital Service, which is part of the Department for Science, Innovation and Technology.
