'We must never forget that every customer interaction counts': DVLA chief Tim Moss on joining-up services and delivering for citizens
18 Mar Operational Delivery

'We must never forget that every customer interaction counts': DVLA chief Tim Moss on joining-up services and delivering for citizens

CSW visits Swansea for a wide-ranging conversation with the Driver and Vehicle Licensing Agency boss
by Tevye Markson
MoJ announces funding for 1,300 extra probation officers
20 Mar Operational Delivery
MoJ announces funding for 1,300 extra probation officers
Good financial management is key to delivery – NAO boss
10 Feb Operational Delivery
Good financial management is key to delivery – NAO boss
'We are deeply sorry': Capita and Cabinet Office bosses outline plan to tackle pension scheme crisis
28 Jan Operational Delivery
'We are deeply sorry': Capita and Cabinet Office bosses outline plan to tackle pension scheme crisis
Post-Brexit border plan suffering from resourcing and oversight issues, NAO warns
20 May 2024 Operational Delivery
Post-Brexit border plan suffering from resourcing and oversight issues, NAO warns
Watchdog says government's border plan lacks an integrated cross-government delivery plan, while programmes face resourcing uncertainty
Second union to join G4S security-staff strike at DWP
17 May 2024 Operational Delivery
Second union to join G4S security-staff strike at DWP
PCS members on DWP’s G4S contract vote to walk out after GMB strikes closed 70 jobcentres last week
HMRC gets £51m to improve helplines as NAO finds customers are ‘being let down’
16 May 2024 Operational Delivery
HMRC gets £51m to improve helplines as NAO finds customers are ‘being let down’
Reducing HMRC helpline staff too early in digitalisation drive has left holes in customer service, watchdog says
DWP beats counter-fraud target by £50m
14 May 2024 Operational Delivery
DWP beats counter-fraud target by £50m
Update confirms plan to use temporary staff to fill 2,500 roles reviewing Universal Credit claims
DWP complaints climb
07 May 2024 Operational Delivery
DWP complaints climb
Customer grievances submitted about department's businesses rise for second year in a row, figures show
DWP 'faces disruption' as jobcentre security-staff strikes loom
25 Apr 2024 Operational Delivery
DWP 'faces disruption' as jobcentre security-staff strikes loom
Union says members working on G4S contract need an uplift on National Living Wage
Labour calls in heavy hitters to advise on 'modernising' HMRC
11 Apr 2024 Operational Delivery
Labour calls in heavy hitters to advise on 'modernising' HMRC
Former HMRC perm sec Edward Troup is among expert panel that will also look at how to boost tax compliance
We’re looking at public sector productivity the wrong way
21 Mar 2024 Operational Delivery
We’re looking at public sector productivity the wrong way
The chancellor is hoping that his £3.4bn investment will unlock £35bn in productivity improvements. But will it?
HMRC customer service levels at ‘all-time-low’, MPs warn
28 Feb 2024 Operational Delivery
HMRC customer service levels at ‘all-time-low’, MPs warn
Report blames “conscious choices made by HMRC and HM Treasury” as call wait times jump up
Cabinet Office 'probably tries to do too much', Chisholm tells MPs
27 Feb 2024 Operational Delivery
Cabinet Office 'probably tries to do too much', Chisholm tells MPs
Outgoing perm sec acknowledges department's diverse operations can be a challenge
Departments ‘must act now’ to prevent fraud in future emergencies
08 Feb 2024 Operational Delivery
Departments ‘must act now’ to prevent fraud in future emergencies
“By the time an emergency has started, it is usually too late to take all the steps needed," NAO report warns
‘If you're not a bit anxious at that point, something's wrong’: Perm secs on setting up DSIT, DBT and DESNZ
07 Feb 2024 Operational Delivery
‘If you're not a bit anxious at that point, something's wrong’: Perm secs on setting up DSIT, DBT and DESNZ
A year on from the MOG changes that shocked us all, the three departments' perm secs reflect and share their priorities for the year ahead