It's Personal: Reimagining Public Services Around Citizen Needs
Update: 2025-06-18
Description
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.
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