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.

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: contact@ipec.org.uk

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:uk@opengovernment.org.ukOpen Government team, Cabinet Office Strategy Unit: opengovernment@cabinetoffice.gov.ukOpen Government Partnership: www.opengovpartnership.orgHosted by Suzannah Brecknell, Editor-in-Chief, Civil Service World. Recorded and produced by Podot.

The latest Civil Service World Podcast discusses the extraordinary week we've just seen in Westminster and Whitehall. CSW's editors-in-chief Jess and Suzannah are joined by Hannah Keenan from the Institute for Government to reflect on the sacking of cabinet secretary Sir Chris Wormald, the unprecedented nature of the situation - given how recently Wormald was appointed, and the impact of the turmoil on civil service morale. Presented by Jess Bowie and Suzannah Brecknell.Recorded and produced by Podot.

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.

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.

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.

In this episode we meet Sam Rose, a leader in data science, advanced analytics and AI in the Department for Transport, to find out more about the holistic approach the DfT is taking towards AI adoption. We hear how officials are using behavioural science techniques to map opportunities, evaluate interventions and understand what an AI-ready department would look like.Hosted by Suzannah Brecknell, editor-in-chief of Civil Service World.Recorded and produced by Podot.

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.

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.

Reoffending costs the economy £18bn annually so finding innovative solutions is critical. In this episode, CSW brings together a panel of experts from across the prisons and rehabilitation landscape to discuss new approaches that can achieve meaningful change.Hosted by Jessica Bowie.

In the first of our new Changemakers series, Suzannah talks to Claire Donaldson, Innovation Hub co-founder and lead at the Department for Science Innovation and Technology, about building the conditions for innovation in the public sector, getting creative with your pitches, and the benefits of working in partnership.Hosted by Suzannah Brecknell, editor-in-chief, Civil Service World.Edited and produced by Podot. Produced and edited by Ewan Cameron for Podot

CSW chats to HM Revenue and Customs’ deputy chief executive Angela MacDonald to get the inside story of the department key role in the government’s response to coronavirus, and what is was like to switch jobs in the pandemic. Hosted by Richard Johnstone. With Angela MacDonald. Edited by Nick Hilton for Podot.