In episode four 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.

In one way or another, HM Revenue and Customs touches the lives of almost every adult in the UK. In this episode, we sit down with Myrtle Lloyd, HMRC’s director general for customer services, to hear about the challenges and complexities of designing services that need to work for everyone. We also hear some examples of transformation that Myrtle has led and what success looks like for her – and for HMRC as a whole.

Hosted by Jess Bowie, editor-in-chief of Civil Service World, and Jo Thomson, partner – customer transformation at KPMG.

Recorded and produced by Podot.