In this episode, Maeve Kneafsey talks with Paula Lyons, Ass. Secretary and Head of Service Development at the Department of Social Protection, about how her team is redesigning services around life events like having a child, retirement, or bereavement.

They discuss:

• Why DSP’s philosophy is “digital by desire”, not by force
• How citizen trust and data sharing are unlocking connected services
• The next generation of online welfare and pension services

A must-listen for anyone shaping digital government and citizen-first transformation.

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01:05 – What motivates Paula to stay in public service

10:00 – How “Digital by Desire” became DSP’s guiding principle

24:05 – Designing services around real life events

29:30 – AI pilots and the future of digital service delivery

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