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The Civil Service World Podcast

Civil Service World
Artificial Intelligence
Civil Service
HMRC
Public Service Delivery
Public Services
Digital Transformation
Innovation
Public Sector
KPMG
Digital Services
Customer Experience
Civil Service World Magazine
Best Start In Life Strategy
Workplace Learning
HM Revenue and Customs
Ministry Of Justice
Customer Services
Government
Legacy Systems
Customer Service

Podcast by Civil Service World

PublishesTwice monthlyEpisodes37Founded7 years ago
Number of ListenersCategory
Government

Listen to this Podcast

Artwork for The Civil Service World Podcast

Latest Episodes

What does great citizen experience look like at scale? In this episode of It’s Personal, Claire Walsh and John Swift from HMRC’s Customer Experience Directorate join Jess and Jo to explore how the department is learning from industry and mapping cust... more

YouTube

Catherine Day spent 25 years as a civil servant, including a posting as the UK's spokesperson in Iran and senior posts in No.10, Cabinet Office and the FCDO advising ministers and senior officials on national strategy, security and reform.

In 2023 s... more

YouTube

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.

One in three chest X-rays in the NHS is now reviewed with the supp... more

YouTube

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... more

YouTube

Key Facts

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Number of Listeners
Find out how many people listen to this podcast per episode and each month.

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Recent Guests

Claire Walsh
HMRC Director of Customer Experience
HMRC
Episode: It’s Personal: How do you make tax feel less taxing?
John Swift
Leads Industry, Innovation and External Learning in Claire's directorate
HMRC
Episode: It’s Personal: How do you make tax feel less taxing?
Catherine Day
Founder of National Strategy Project, former civil servant
National Strategy Project
Episode: The UK's strategy gap, and how to fill it: In conversation with Catherine Day
Rob Dale
Senior Programme Manager for Digital Diagnostics and AI at NHS England
NHS England
Episode: It’s Personal: How AI is Transforming NHS Diagnostics
Myrtle Lloyd
HMRC's Director General for Customer Services and Chief Customer Officer
HM Revenue & Customs
Episode: In conversation: How can we protect frontline civil servants from being abused?
Jo Causon
Chief Executive of the Institute of Customer Service
Institute of Customer Service
Episode: In conversation: How can we protect frontline civil servants from being abused?
Liz St Louis
Director of Smart Cities at Sunderland Council
Sunderland City Council
Episode: It's Personal: How does it feel to live in one of the UK's smartest cities?
Rikesh Shah
Chair of the Innovation Procurement Empowerment Centre
Innovation Procurement Empowerment Centre
Episode: Procurement as a launchpad for growth: In conversation with Rikesh Shah
Alan Welby
Managing Director for Built Environment and Local Growth, Connected Places Catapult
Connected Places Catapult
Episode: What can government do differently to rewire growth? In conversation with Alan Welby

Hosts

Jess Bowie
Editor-in-Chief of Civil Service World and co-host
Suzannah Brecknell
Editor-in-Chief of Civil Service World; provides hosting and editorial perspective

Reviews

4.4 out of 5 stars from 20 ratings
  • Informative and insightful

    Enjoyed this more than the first episode -interesting interview on the priorities and approach of audit in the public sector

    Apple Podcasts
    5
    OneTimeAuditor
    United Kingdom7 years ago
  • Properly interesting

    An accessible delve into the guts of government. Beyond the sound and fury and soap opera of politics this is a surprisingly easy listen covering how the country is really run

    Much better than the IfG podcast.

    Apple Podcasts
    5
    PY 41
    United Kingdom7 years ago

Listeners Say

Key themes from listener reviews, highlighting what works and what could be improved about the show.

Informative and insightful, the show provides practical government insights.
Accessible look at how the public sector really runs, with strong guest choices.
Polished host dynamics and valuable guest expertise that aid sponsorship alignment.

Chart Rankings

How this podcast ranks in the Apple Podcasts, Spotify and YouTube charts.

Apple Podcasts
#28
United Kingdom/Government
Apple Podcasts
#181
Germany/Government
Apple Podcasts
#116
Ireland/Government
Apple Podcasts
#182
Israel/Government
Apple Podcasts
#185
New Zealand/Government
Apple Podcasts
#232
Japan/Government

Talking Points

Recent interactions between the hosts and their guests.

It’s Personal: How do you make tax feel less taxing?
Q: What is the plan for digital self-service and how will customers be affected?
The Transformation Roadmap targets 90% digital interactions by 2030, focusing on the quality of digital experiences and core journey management alongside staff engagement and training.
It’s Personal: How do you make tax feel less taxing?
Q: How is HMRC addressing the bereavement journey specifically?
They re-mapped thousands of internal processes, identified blockers, and implemented staff rotations and support mechanisms to deliver a more empathetic experience during a difficult time for customers.
It’s Personal: How do you make tax feel less taxing?
Q: What inspired the Dragon's Den style engagement, and what was learned from it?
The Dragon's Den format fostered fast, candid exchanges and learning beyond polished presentations, helping to identify systemic opportunities and seed the Voice of the Customer program.
It’s Personal: How do you make tax feel less taxing?
Q: What does getting the customer experience right mean at a scale like HMRC's?
Claire explains that success hinges on the HMRC charter's commitments, especially making things easy and right first time, and on moving from point-to-point fixes to end-to-end journey optimization supported by data.
It’s Personal: How AI is Transforming NHS Diagnostics
Q: With a national program like this, what transferable lessons could other departments learn, and what is health-specific about this approach?
Key lessons include clear goals, early and broad ownership, central coordination with local autonomy, a culture of sharing documentation across trusts, and a guided, evidence-based bidding process; health-specific factors involve patient pathways, safety, and nationally coordinated standards.

Audience Metrics

Listeners, social reach, demographics and more for this podcast.

Listeners per Episode
Gender Skew
Location
Interests
Professions
Age Range
Household Income
Social Media Reach

Frequently Asked Questions About The Civil Service World Podcast

What is The Civil Service World Podcast about and what kind of topics does it cover?

This show focuses on public sector transformation, digital government, procurement, AI adoption, and open governance, featuring practitioners, policymakers, and industry experts. Across episodes, listeners get practical insights on improving service delivery, leveraging data and technology, and driving innovation within government. Noteworthy are deep dives into open government, civic-minded activism in public service, and AI-enabled public operations, all conveyed through candid conversations with senior civil servants and governance thinkers. The format tends to mix policy context with real-world case studies, making it especially useful for those seeking actionable takeaways for public-sector projects, sponsorship alignment with governme... more

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Which podcasts are similar to The Civil Service World Podcast?

These podcasts share a similar audience with The Civil Service World Podcast:

1. Inside Briefing with the Institute for Government
2. Making Money
3. The News Agents
4. The Week in Westminster
5. The Rest Is Politics

How many episodes of The Civil Service World Podcast are there?

The Civil Service World Podcast launched 7 years ago and published 37 episodes to date. You can find more information about this podcast including rankings, audience demographics and engagement in our podcast database.

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What guests have appeared on The Civil Service World Podcast?

Recent guests on The Civil Service World Podcast include:

1. Claire Walsh
2. John Swift
3. Catherine Day
4. Rob Dale
5. Myrtle Lloyd
6. Jo Causon
7. Liz St Louis
8. Rikesh Shah

To view more recent guests and their details, simply upgrade your Rephonic account. You'll also get access to a typical guest profile to help you decide if the show is worth pitching.

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