Fiona 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, she 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, Fiona was invited to Ethiopia to provide expertise to enable the design, development and implementation of a modern, world-class Ethiopian taxpayer charter.
Following the July 2011 Treasury Select Committee Report recommendations, she 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, Fiona 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 280,000 frontline staff across government – this included a full CPD offer and a suite of qualifications in operational delivery. She is particularly proud of the ODP Apprenticeship Scheme and recruiting 200 apprentices to become the Surge and Rapid Response Team – the first cross-government team that works across boundaries to respond to departmental work peaks and crises across government.
About Business in the Community’s Employment and Skills Leadership Team
Each area of work Business in the Community (BITC) undertakes is led by a group of senior executives who provide strategic guidance and support us in achieving our objectives.
The purpose of Business in the Community’s Employment and Skills Leadership Team is to create inclusive employment where everyone, regardless of their background or experience, has access to good quality jobs and the skills they need to thrive in work.
Find out more about BITC’s work on employment.