- The UK public sector is under pressure to adopt AI and improve remote work solutions amid budget constraints, according to a report by Cavell Group and 8x8, Inc. (EGHT, Financial).
- More than 80% of organizations intend to change their contact center provider within the next two years, indicating a shift towards better public engagement tools.
- Key challenges include platform sprawl, data security, and the integration of AI and data-driven solutions.
The UK public sector is striving to expand AI usage, enhance remote working capabilities, and strengthen security measures, all while navigating tight budgetary constraints. A report by Cavell Group and 8x8, Inc. (EGHT), a leading platform provider for customer experience (CX), highlights significant disparities in digital readiness across various sectors, including local government, healthcare, education, and housing.
Among those surveyed, over 80% are planning to switch their contact center providers in the coming two years to improve citizen engagement. The study emphasizes the urgent need for integrated digital solutions, as many organizations continue to grapple with fragmented communication platforms, security challenges, and evolving citizen expectations.
The report reveals that traditional communication methods such as email, phone, and face-to-face interactions still dominate, despite the gradual rise of social media and live chat portals. In terms of infrastructure, 31% of organizations cite platform sprawl as a key challenge, underscoring the demand for unified solutions.
Security remains a priority, with one-third of respondents reporting increased focus on data protection due to AI adoption. Additionally, by 2030, 74% of organizations aim to enhance integration with other government bodies, reflecting a push towards more streamlined and secure operations.
According to Joe McStravick, Vice President of EMEA Sales at 8x8, Inc., public sector entities are at a critical turning point. While there is a strong desire to improve citizen services, delivery of necessary tools and training is often hindered by budget limitations. The report suggests that a focus on strategic vendor partnerships and investment in training could help overcome these barriers, enabling smarter, more efficient public services.
As public sector leaders anticipate that AI will be a transformative element in contact centers by 2030, organizations are encouraged to prioritize product functionality, brand reputation, and compliance expertise when selecting technology vendors. The 8x8 Platform for CX is designed to meet these needs by providing AI-powered analytics, omnichannel routing, and secure system interoperability, facilitating seamless, data-driven citizen interactions.
