Why this matters
Welsh public services haven’t kept up.
Technology has transformed how we live, work, and connect with the world.
People expect public services to be simple, fast, and user-friendly – just like everything else in their lives. But too often, government services are slow, clunky, and frustrating.
When services look bad and feel bad, trust in government is eroded.
Public services in Wales need to be designed around the people and communities that use them.
Modernising public services isn’t just about technology
It’s about securing Wales’ future.
If we act now, we can build a nation where the government works smarter, where people trust public services, and where businesses and talent thrive.
A stronger, more influential Wales
Leading by example in digital transformation makes Wales a progressive, ambitious nation that others look to for inspiration.
By improving how the government works, we can negotiate with Westminster from a position of strength and be taken seriously alongside other digital nations.
A thriving economy and future-proofed jobs
Investing in digital skills and homegrown expertise creates high-quality jobs and makes Wales a more attractive place to live and work.
Growing and supporting local businesses, universities, colleges and tech talent makes sure money stays in Wales, reducing reliance on expensive external consultants.
We can show the world that we’re a nimble, forward-thinking nation, and give the Welsh diaspora something to be excited about.
Public services that actually work
Modern, human-centred ways of working lead to faster, fairer and more accessible services – designed around people’s real needs, not outdated systems.
By fixing how services are designed and delivered, we can reduce short-term, reactive spending and focus on long-term improvements that benefit communities across Wales.
This matters most in places like local government and the NHS, where day-to-day services shape people’s lives and wellbeing.
Designing with users from the start helps create inclusive systems that support – rather than exclude – the people who need them most. It’s not just about efficiency. It’s essential for building a healthier, more equal and prosperous Wales, in line with the goals of the Well-being of Future Generations Act.
A government that earns trust
When public services work well, confidence in government grows because people feel heard, valued, and supported. This means delivering noticeable, positive changes to their everyday lives – services that are demonstrably faster, simpler, and more effective.
Transparent spending makes better use of public money, reducing waste and making decision-making clearer.
Through working openly and iteratively, government will foster the deep involvement, collaboration, and long-term thinking that underpins the sustainable development principle of the Well-being of Future Generations Act, rebuilding trust and ensuring accountability.