Using data to transform public services

When I think about my career, it’s hard not to reflect on how far we’ve come in using data and technology to improve public services, and, how much further we still have to go. From my early days as a PhD student making robots play football, to leading data strategy in one of the UK’s most critical government departments, I’ve always believed that better use of data can lead to better decisions, which in turn create better outcomes for people.

My role today is twofold. As Data Unit Director and Chief Data Officer at the Ministry for Housing, Communities and Local Government (MHCLG), I’m tasked with ensuring that data is at the forefront of decision-making across multiple levels of government—from ministers and senior officials to local councils and mayors. It’s a huge remit, but also incredibly rewarding. I see the potential for data to transform how we design and deliver public services through our work, whether it’s streamlining passport applications or supporting local authorities in planning housing developments.

The legacy system challenge

Effective data use has its challenges. One of the biggest is legacy systems—those decades-old databases and technologies deeply embedded in government operations. These systems weren’t built with modern needs in mind, and upgrading them is not always straightforward.

In policy departments like ours, there’s another layer of complexity. We’re not just running operational services; we’re feeding into political decision-making processes. This means balancing evidence-based insights with political priorities, all while trying to achieve this within our budgets. It’s a delicate process, but one that I think we’re getting right and better at day by day.

Building strong foundations

Despite these challenges, I’m optimistic about our progress. Senior officials and politicians are increasingly aware of the value data and analysis can bring to decision-making. Artificial intelligence, once a niche topic, is now firmly on the agenda, offering new tools to unlock insights from both structured and unstructured data sources. For example, large language models (LLMs) are allowing us to make sense of messy text data—something that has been a focus of my work for over a decade.

But before we can fully harness these tools, we need strong foundations. That means investing in standards, governance frameworks, and robust data management practices. We’ve seen significant improvements in this area in recent years. Government departments, agencies, and local authorities are getting better at laying down these building blocks, even if surfacing their value sometimes feels like an uphill battle compared to more visible priorities like building homes or fixing the NHS.

The future of data-driven public services

If I could paint a picture of the ideal future, it would look something like this: every decision about public service priorities—from housing to healthcare—is informed by the best available data, drawn not only from across government but also from the private sector. Achieving this won’t happen overnight, but we’re already taking meaningful steps towards it.

Take digital transformation projects, for instance. Initiatives like the digitisation of passport services show what’s possible when you combine good data governance with user-centred design. Similarly, departments like the DWP and HMRC are demonstrating how data can be used responsibly and effectively to support vulnerable citizens. These examples give me hope that we can scale up similar approaches across the board.

Why collaboration matters

So why do events like Power of Data matter? Simply put, no single person or organisation holds all the answers. The challenges we face are vast and multifaceted, requiring collaboration across sectors and disciplines. Bringing together leaders, policymakers, technologists, and advocates creates opportunities to share knowledge, surface innovative solutions, and tackle shared problems.

For me, speaking at these events isn’t about presenting solutions but sparking dialogue and debate. Technology doesn’t just happen to us; it’s something we collectively shape. The more inclusive these conversations are, the better equipped we’ll be to build systems that truly serve everyone.

Building a better future together

The future of data in the public sector hinges on partnership. Governments, local authorities, private companies, and communities must come together to ensure that data enhances services and lives.

I’m looking forward to joining fellow leaders and changemakers at Power of Data to continue this vital conversation. Together, we can help shape a future where data works for everyone.

Tom will be speaking at our Power of Data event on 25 February. Register your interest in attending at: https://pages.tpximpact.com/power-of-data .