The UK government has introduced a new initiative that will provide digital alternatives to traditional government-issued credentials. At the core of this initiative is the launch of the GOV.UK Wallet and App, which will allow citizens to store and manage key government documents digitally. The tools will include a digital driver’s licence, and by 2027, all government-issued documents will be available for digital use. Alongside these developments, the government is also introducing an artificial intelligence (AI)-powered chatbot, GOV.UK Chat, to enhance user experience and reduce the complexity of accessing services.
To be launched later this year, the GOV.UK Wallet will enable users to securely store digital versions of their government-issued documents on their smartphones. Initially, the wallet will feature a digital driver’s licence, permitting individuals to prove their age and demonstrate their right to drive both online and in person. After two years, the GOV.UK Wallet is expected to support digital versions of a wide range of government credentials, including veteran cards, Disclosure and Barring Service (DBS) checks, and other official documents. While digital versions will be available, traditional paper versions will continue to be an option for those who prefer them.
The GOV.UK Wallet will use modern smartphone security features, such as facial recognition, to ensure that documents are only accessible to the rightful user. One of the key benefits of the GOV.UK Wallet is the ability to access documents immediately after they are issued, removing the need to wait for physical delivery.
“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,” said the Science Secretary Peter Kyle. “GOV.UK Wallet will mean that every letter or identity document you receive from the government could be issued to you virtually.”
The government’s push towards digital services extends to the upcoming GOV.UK App, which is set for launch in summer 2025. The app will centralise access to all government services, making it easier for users to manage their interactions with various public sector systems. Users will be able to personalise their experience by selecting the services that are most relevant to them.
The app will be integrated with GOV.UK One Login, allowing users to authenticate their identity securely with a single sign-on. This means that individuals will be able to quickly and securely access government services without having to repeatedly enter their credentials. The app will also feature a notification system to provide real-time updates on application statuses, new policies, or other important information.
A broader digital government strategy
Another key component of the government’s digital strategy is an AI-powered chatbot designed to help users find relevant information quickly and accurately. Initially trialled in December 2024 with 10,000 business users, GOV.UK Chat was able to answer nearly 24,000 queries with a 90% success rate. The chatbot proved effective in addressing complex questions, such as the tax-exempt status of Christmas parties, and is set to undergo further testing with the wider public. The AI-driven assistant will be able to direct users to the right resources, saving time and helping them navigate often complex government processes.
The launch of the GOV.UK Wallet, App, and GOV.UK Chat is part of a broader effort by the UK government to modernise public services through digital technology and AI. Earlier this week, the government unveiled plans led by the Department for Science, Innovation and Technology (DSIT). It includes the introduction of the “Humphrey” AI suite, designed to optimise civil service operations and improve efficiency.
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