<p>In episode three of It&#39;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. </p><p>Jess and Jo hear first from three citizens, some of whom have seen an improvement in public services, others who have been let down. </p><p>Our main interview this episode is with Kate Caulkin, a former senior civil servant and HR and project delivery expert who is now people and operational management insights director at the National Audit Office.</p><p>We also hear from Keith White, a digital transformation leader who was (at the time of recording) head of digital experience at Northern Trains. </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>