It’s Personal: How do you make tax feel less taxing?

<p>What does great citizen experience look like at scale? In this episode of <em>It’s Personal</em>, 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 customer journeys to improve services. They discuss how you measure success, bring colleagues with you when you’re on a transformation journey, and build openness to new ideas.</p><p>Hosted by Jess Bowie, editor-in-chief of Civil Service World, and Jo Thomson, partner – customer transformation at KPMG.</p><p>Recorded and produced by Podot.</p>