In a move to modernize public services, the UK government is set to launch a suite of digital tools aimed at streamlining interactions with citizens. This initiative includes a gov.uk digital wallet, where official documents like veteran cards and driving licences will soon be accessible via a smartphone app. According to ministers, these changes are designed to bring government services “in tune with modern life.”
Virtual Licences and Veteran Cards Go Digital
The gov.uk digital wallet, available on both Apple and Android devices, will debut later this year. Initially, it will house digital versions of veteran cards and driving licences, with future updates expected to expand its capabilities.
This initiative is part of a broader overhaul of digital services under the Department for Science, Innovation and Technology (DSIT). In addition to replacing physical documents, the app is expected to make everyday tasks more convenient. For instance, digital driving licences could be used to verify age when purchasing alcohol, vote in elections, or travel on domestic flights.
Another notable feature will allow users to hide sensitive details, like their home address, in situations such as visiting a bar or a shop. This reflects a growing emphasis on privacy and user control within digital ecosystems.
Countries like Australia, Denmark, Iceland, and Norway already use virtual licences, and the DVLA’s data shows there are over 52 million driving licences in Great Britain alone, signaling significant potential for widespread adoption.
AI-Powered Tools for Efficiency
The government is also rolling out a set of artificial intelligence (AI) tools, named “Humphrey,” to assist civil servants. Inspired by the iconic character Sir Humphrey Appleby from the classic sitcom Yes, Minister, the suite aims to improve decision-making and efficiency across departments.
Most of the tools in the “Humphrey” suite are generative AI models. These systems can analyze large volumes of data, summarize it, and present insights in an accessible format. For example, one tool, Consult, will streamline public consultation responses, replacing expensive consultants who currently charge taxpayers around £100,000 per project.
While the initiative has been widely praised, some industry figures have expressed reservations about the branding. Tim Flagg, Chief Operating Officer of trade body UKAI, cautioned that the name “Humphrey” might conjure associations with bureaucratic inefficiency. “That immediately makes people think this is something that won’t empower them,” he explained.
Nevertheless, Flagg believes the government’s approach is sound.
“They do have some good developers – I have every confidence they are going to create a great product,” he said.
A Unified Approach to Government Services
The gov.uk app aims to consolidate interactions with various government departments into one platform. Users will eventually be able to manage road tax, MOTs, and benefit applications all from a single app. This represents a significant shift from the fragmented systems currently in place.
DSIT has also promised improvements in data sharing between departments, potentially saving billions of pounds. The government’s AI Opportunities Action Plan, unveiled last week, underscores its goal of achieving £45 billion in efficiency savings through digital transformation.
Digital by Default by 2027
Looking ahead, the government envisions offering digital alternatives to most paper or card-based services by the end of 2027. While physical options will remain available, the emphasis is firmly on virtual solutions.
Science and Technology Secretary Peter Kyle summed up the vision with a nod to obsolete technologies of the past:
“Along with CDs, the Walkman, and flip phones, the overflowing drawer rammed with letters from the government and hours spent on hold to get a basic appointment will soon be consigned to history.”
As the gov.uk wallet prepares for its summer launch, it signals the beginning of a new era in how citizens interact with public services – faster, smarter, and more aligned with the digital age.