It's Personal: How is HMRC improving customer services?
In episode four of It's Personal, created in partnership with KPMG, Jess Bowie and Jo Thomson continue their exploration of what makes great public services in the digital era.In one way or another, HM Revenue and Customs touches the lives of almost every adult in the UK. In this episode, we sit down with Myrtle Lloyd, HMRC’s director general for customer services, to hear about the challenges and complexities of designing services that need to work for everyone. We also hear some examples of transformation that Myrtle has led and what success looks like for her – and for HMRC as a whole. Hosted by Jess Bowie, editor-in-chief of Civil Service World, and Jo Thomson, partner – customer transformation at KPMG.Recorded and produced by Podot.
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Changemakers: How the Ministry of Defence built an AI skills academy
In this episode we speak to Heidi Edwards, assistant head of AI skills and talent at the Defence AI Centre in the Ministry of Defence, to find out how a new way of learning is helping to grow AI skills across all parts of the MoD.We also discuss what an AI ready workforce would look like in terms of skills, culture and leadership with Heidi and Olivia Lory Kay, director of workforce development at Capita. This episode is sponsored by Capita. Hosted by Suzannah Brecknell, editor-in-chief, Civil Service World.Edited and produced by Podot.
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Inside the Autumn Issue: A behind-the-scenes look at the making of CSW's latest mag
We're doing things a bit differently this episode. Instead of interviewing a senior civil servant, we're pulling back the curtain and giving listeners an all-access look at how we put together the current issue of Civil Service World. We hear from three members of Team CSW - Tevye Markson, Susan Allott and Beckie Smith - about the features they worked on and who they enjoyed interviewing, and also ask Beckie, who is now in charge of the print magazine, how it felt to put together her first issue. Hosted (remotely) by Jess Bowie.Episode recorded and produced by Podot.
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What's the future of workplace learning in the civil service?
In this episode we explore how learning is changing across government. Our panel discuss the pressures facing departments, the opportunities that new approaches can bring, and the lessons organisations can take from recent examples. Our guests are Mike Zealley, managing director, learning services at KPMG, Louise Scott-Worrall UK head of learning services at KPMG and Tamsin Cooper, managing director at Forward Institute.You will hear about the trends shaping workplace learning and the challenges that leaders must overcome to deliver real impact.Hosted by Suzannah Brecknell, editor-in-chief of Civil Service World.
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It's Personal: Insights for better service delivery with the NAO's Kate Caulkin
In episode three of It's Personal, created in partnership with KPMG, Jess Bowie and Jo Thomson continue their exploration of what makes great public services in the digital era. Jess and Jo hear first from three citizens, some of whom have seen an improvement in public services, others who have been let down. Our main interview this episode is with Kate Caulkin, a former senior civil servant and HR and project delivery expert who is now people and operational management insights director at the National Audit Office.We also hear from Keith White, a digital transformation leader who was (at the time of recording) head of digital experience at Northern Trains. Hosted by Jess Bowie, editor-in-chief of Civil Service World, and Jo Thomson, partner – customer transformation at KPMG. Recorded and produced by Podot.Â
UK