The Civil Service World Podcast

As cross-sector research shows rising levels of abuse towards customer-facing staff, this episode explores how one of government’s largest operational departments is protecting its frontline officials – while also improving services for citizens.

We’re joined by Myrtle Lloyd, HMRC’s director general for customer services and chief customer officer, who explains the kind of abuse frontline civil servants face on a daily basis and outlines the department’s response, from peer support and mental health advocates through to legal intervention. We discuss the role of technology in tackling abuse, and the unique challenges public sector organisations face since they, unlike the private sector, have an obligation to interact with every customer.

Joining the conversation, Jo Causon, the chief executive of the Institute of Customer Service, shares data on the scale of the problem, including how it can impact staff retention and sick days, and explains why her organisation is calling for a standalone legal offence covering all customer-facing workers, not just those in retail.

Hosted by Tevye Markson, online editor of CSW.

Recorded and produced by Podot.

In the latest episode 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.

Sunderland was named the UK's smartest city in 2024 – but what does that actually mean for the people who live there? In this episode, we sit down with Liz St Louis, Director of Smart Cities and Enabling Services at Sunderland City Council, to explore how data and technology are being used to make services faster, safer and more responsive.

From sensors detecting damp in homes to multi-agency hubs where council teams work alongside police and fire services, Liz shares how Sunderland has moved from being 'data rich but intelligence poor' to using real-time insight to prevent problems before they escalate. We also hear about the city's long-term infrastructure partnership, its network of hubs tackling digital exclusion, and why – even as 60% of interactions move online – keeping a human-first option remains non-negotiable.

Hosted by Jess Bowie, editor-in-chief of Civil Service World, and Jo Thomson, partner – customer transformation at KPMG.

Recorded and produced by Podot.

The government spends nearly £430 billion a year on public procurement, or around 15% of GDP.  In this episode Suzannah Brecknell speaks to Rikesh Shah, chair of the Innovation Procurement Empowerment Centre, about how government can use procurement as a genuine strategic lever for innovation – and why that's a challenge for the whole civil service, not just procurement teams.
Rikesh sets out what innovation in procurement actually means in practice, why engaging the market early is essential, and the opportunities presented by NISTA’s £718bn infrastructure pipeline. He also tackles the cultural barriers head-on, with practical examples of how taking a calculated risk on innovation generated significant returns at Transport for London.
Hosted by Suzannah Brecknell, Editor-in-Chief, Civil Service World. Recorded and produced by Podot.
Links mentioned in this episode:
Innovation Procurement Empowerment Centre: https://cp.catapult.org.uk/project/innovation-procurement-empowerment-centre/
To share your procurement challenges with IPEC's cohort programme, email: [email protected]

The Chancellor has said she wants to build an active and strategic state that drives investment-led growth across the whole of the UK. But is the wiring in place to make that happen?
In this episode, recorded at the Connected Places Summit in London, Suzannah Brecknell speaks to Alan Welby, managing director for built environment and local growth at the Connected Places Catapult, about what it will take to turn that ambition intoreality.
Drawing on a new report finding that only 1% of SMEs in most UK cities meet the threshold for investment readiness, Alan explains why capital continues to follow familiarityand existing networks rather than potential, and what needs to change. Theconversation covers blended finance, devolution, and the skills gap betweenpublic and private sectors. Plus, we hear a concrete example of how innovativefinancing models are being used to retrofit ageing housing stock in Glasgow.
Alan calls on civil servants to be bolder, and get muchsmarter about  supporting – and challenging – places to collaborate as they drive growth.
Hosted by Suzannah Brecknell, Editor-in-Chief, Civil ServiceWorld.
Recorded and produced by Podot.

From October, the UK takes on the chair of the Open Government Partnership, a global network of over 70 countries committed to more transparent, accountable and participatory government. In this episode Suzannah Brecknell speaks to Kevin Keith, chair of the UK Open Government Network and the UK Multi-Stakeholder Forum, about how the civil service can make the most of this moment.
From the lessons of a psychological experiment from 1950s Oklahoma, to what open government means in practice and why it matters right now, Kevin explores what all of this means for policy and delivery, and how the agenda connects to some of the biggest forces reshaping politics: from the collapse of public trust, to the rise of populism.

Useful links and contacts mentioned in this episode:
UK Open Government Network: opengovernment.org.uk
Contact:[email protected]
Open Government team, Cabinet Office Strategy Unit: [email protected]
Open Government Partnership: www.opengovpartnership.org

Hosted by Suzannah Brecknell, Editor-in-Chief, Civil Service World.
Recorded and produced by Podot.