On June 16th 2915 Reform hosted a one-day conference on public service reform. This sought to identify opportunities for the new Government to redesign services to deliver better outcomes for citizens at lower cost. The conference drew speakers from across the public, private and third sectors and from abroad to identify how, during the new Parliament, the Government can build a new public service model fit for 2020. Over the course of the day, panellists showed unanimous support for public services that meet the needs of users when they need them, where they need them, and in the way they need them. The private sector has accustomed individuals to services built around the consumer, raising expectations of the public sector to also meet these standards. The conference identified key challenges to achieving this citizen-centric vision and how these can be overcome, drawing on the experiences of those who have pioneered ambitious service redesign.