DSIT + CustomerFirst + NewCo what does it all mean?

I've been reading around the Department for Science, Innovation and Technology's CustomerFirst team and their NewCo approach, and trying to understand what it all means, how it differs from existing approaches and thinking about how the approach might translate into the Social Housing sector.

To be honest i'm really still not sure what NewCo is. In the various articles i've read (listed below) there is a fair amount of really woolly wording e.g. "NewCO is not a formal organisation or a fixed approach" and "it creates bounded space" (what?). I've yet to see a really good definition, maybe because the unit are still trying to define it, but the key elements i've picked up on are:

A shift from designing solutions to testing constraints, real-world experimentation, bringing in experts and users, adopting test, learn, grow, and focusing small multidisciplinary teams on answering 3 questions:

1. Which Constraints most shape outcomes for users?
2. Where do these constraints come from?
3. which constraints are genuinely fixed versus unchallenged?

This sounds to me like the approach has an explicit Systems Thinking, 'whole problem' focus, aiming to test/challenge assumptions, which sounds great.

What i'm less clear on is how the approach differs from existing GDS ways of working, and how this new unit is going to overcome the constraints that they identify and test. A whole bunch of great work in government in the past, with a good level of sponsorship, have stubbed their toes on numerous constraints, whats different this time? Please don't tell me its because we've got some private sector people involved, F My actual L (OctoDoge anyone?)

Some of the less wanky description of the approach sound great, I'll keep an eye on how this progresses, i'd love more clarity on the how, i'm sure it'll come in time.

Links

https://www.ukauthority.com/articles/gds-tests-constraint-barriers-that-hinder-transformation

https://www.ukauthority.com/articles/government-s-customerfirst-unit-targets-service-excellence

Testing a different way to improve complex public services

Read to find out about how the CustomerFirst Team is exploring NewCo as a way of working.

GOV.UKTom Wynne-Morgan, Deputy Director, CustomerFirst

CustomerFirst: how we’re transforming services together

CustomerFirst is a new unit in GDS, set up to explore fresh ways of working in government and modernise public services. The unit launched in January 2026. This blog post shares insight into the work so far and plans for the 2 years ahead.

GOV.UKTristan Thomas, Director, CustomerFirst

A blueprint for modern digital government

A long-term vision for digital public services, a 6-point plan for reform, and the role of the new digital centre of government.

GOV.UKDepartment for Science, Innovation and Technology