It's Personal: How do you modernise a department like DWP?
In episode two of this new series, created in partnership with KPMG, Jess Bowie and Jo Thomson continue exploring what makes great public services in the digital era.Today we hear from the senior civil servant Matt Briggs. Matt recently joined the MoJ on short-term loan, but in this episode we discussed his work as head of DWP's Service Modernisation Programme, and how he's helping to build government services for the 21st century. He also told us about leading national projects like Tell Us Once, wrestling with imposter syndrome, and how the stories of individual citizens are what gets him out of bed in the morning. 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
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One year on: what impact has a mission-driven government had on the civil service?
In this episode - part of our CSW events series - we are reflecting on Labour’s first year in government and the tangible impacts of its mission-driven approach on the civil service. Suzannah, Joe and Grace find reasons to be optimistic along with many causes of frustration, and share their views on how ministers and the civil service can drive more radical change in the next four years.Hosted by Suzannah Brecknell, editor in chief of Civil Service World, with guests Grace Wyld, head of policy and research at the Future Governance Forum, and Joe Hill, policy director at Re:State.
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Re-writing the productivity playbook
In this episode - part of our CSW events series - Jess Bowie chairs a discussion reflecting on government's efforts to implement productivity improvements, highlighting both successes and failures in the ongoing pursuit of better services for citizens. Featuring Kate Caulkin, director of people and operational management insights at the NAO; Katherine Kent, head of public services productivity statistics at ONS; Emran Mian - who was director general for digital technologies and telecoms at DSIT but has recently been promoted to permanent secretary at the department; and Clare Mortimer, partner, AI & data, at Deloitte.
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How do we restore trust between ministers and civil servants?
In this episode Jess Bowie talks to Tom Brown, author of The Mind of the Minister, about the unique relationship between senior civil servants and politicians. Tom explains how officials and ministers can build close and productive working relationships, what happens when it all goes wrong, and what he's observed about relations between civil servants and Labour ministers a year into the new government's term.We also find out how he went about writing his book, and which of the many senior civil servants and ministers he spoke were the hardest to pin down.Host: Jess Bowie, editor-in-chief, Civil Service WorldRecorded and produced by Podot
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It's Personal: Reimagining Public Services Around Citizen Needs
In the first of a new series, in partnership with KPMG, Jess Bowie and Jo Thomson explore what makes great public services in the digital era.In this episode Jess and Jo share some of their own experiences of interacting with the state, we hear from former HMRC permanent secretary Jim Harra about how the UK's tax authority has been putting citizens at the heart of its services, and we discuss the three Rs of customer service.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