Industries
Public sector
In commercial work, a user who cannot complete a journey churns. In public services they are excluded from something they are entitled to. That difference shapes everything we do here: research with the hardest-to-serve users first, assisted-digital paths designed rather than improvised, and procurement-compatible delivery that still ships in increments.
What clients are wrestling with
01Services designed around the org chart
Citizens experience one life event; the service is split across four departments, each with its own form.
02Digital exclusion as a delivery risk
A channel-shift target that ignores assisted digital simply moves cost to the phone line and the front desk.
03Procurement cycles longer than technology cycles
By the time a contract is awarded, the specification describes a solved problem.
Published research on this
Published research on how digital programmes actually perform across the sectors we work in. These are external figures from named sources, not our own claims — each one links to the original publication.
An analysis of 1,471 IT projects found an average cost overrun of 27%. But one in six ran 200% over on cost and almost 70% over on schedule. The risk is not the average; it is the tail.
An automated scan found 56.1 errors per page on average, up 10.1% year on year. Six recurring issues — led by low-contrast text and missing alternative text — account for the great majority.
DORA reports a direct correlation between the quality of that platform and an organisation's ability to get value from AI — adoption alone is not the differentiator.
Have a programme that has stalled between slideware and shipping?
Tell us where it is stuck. We will come back within two business days with a point of view — and an honest answer on whether we are the right partner.