Joined HMRC (formerly the Inland Revenue) in 1988 as an Administrative Assistant, and worked in many operational posts in various locations throughout career.
Appointed an Area Director in 2000, and set up two Area Management schemes (one of the first and one of the largest) delivering massive organisational change. Moved to Head Office in 2004, and spent a year in the Budget and Finance Bill Team followed by the Customer Insight Team, working on customer strategy.
In 2006, joined IBM for a year as a Senior Management Consultant in their global public sector service, working on projects in Taunton Deane Borough Council, Copenhagen, and returning to Wales to work in DVLA.
Promoted to SCS in 2008 to lead the development of a Taxpayer Charter. This meant co-ordinating the largest consultation undertaken by HMRC, and launched ‘Your Charter’ in November 2009. As a direct result, was invited to Ethiopia to provide expertise to enable the design, development and implementation of a modern, world-class Ethiopian Taxpayer Charter, which aims to be the best in Africa.
Following the July 2011 Treasury Select Committee Report recommendations, led the Joint Initiative on Service Delivery - a high-profile project reporting directly to HMRC’s Chairman - to restore stakeholder confidence and improve engagement by being more transparent.
In 2012, moved to Civil Service Learning to set up the Operational Delivery Profession. Working directly to Ruth Owen, developing the professional skills and, standards for the 280k front-line staff across government – this included a full CPD offer and a suite of qualifications in operational delivery. I am particularly proud of the new ODP Apprenticeship Scheme and recruiting in 200 apprentices to become the Surge and Rapid Response Team - the first cross-government team who work across boundaries to respond to departmental work peaks and crises across government