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Continuing our new Changemakers series, Suzannah talks to Ben Lovatt, deputy director of the Contact Engagement Platform at HMRC, to find out how the agency is using robots and automation to make services better.

We also speak to Duncan Brown, head of software engineering at the Department for Science, Innovation and Technology’s AI incubator; and Owen Barry, Capita’s managing director for central government, about how automation, robotics and agentic AI are reshaping work across the public sector – and what it will take to go further.

This episode is sponsored by Capita.

Hosted by Suzannah Brecknell, editor-in-chief, Civil Service World.

Edited and produced by Podot.