It's Personal: Insights for better service delivery with the NAO's Kate Caulkin

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.

You can listen to It's Personal: Insights for better service delivery with the NAO's Kate Caulkin online on Radio and Podcast. Open the player on this page to stream the available audio.

It's Personal: Insights for better service delivery with the NAO's Kate Caulkin is an episode from The Civil Service World Podcast by Civil Service World.

This episode is 00:26:13 long.

This episode was published on Sep 25, 2025.

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