As part of Revenue Scotland’s 10th anniversary programme, two recent webinars brought together leading thinkers from across the UK and international public sectors – exploring how data, digital strategy, and AI can help organisations build trust, improve services, and operate with purpose and confidence.
Getting data right: Why quality, culture, and trust matter
Webinar held 19 February
Chaired by Idong Usoro, Revenue Scotland Board member and Chief Digital & Operations Officer at Miconex, this session brought together experts from Revenue Scotland, the Welsh Revenue Authority, the University of Strathclyde, and Scottish Local Government. The panel discussed the shared challenges all organisations face in using data effectively, and the practical steps that can help overcome them.
Colin Birchenall (Digital Office for Scottish Local Government) emphasised that trust in public services depends on confidence in the quality of data they hold. Without accurate, consistent information, even well-designed systems and processes fall short. Improving data quality is not a technical task; it is an organisational behaviour.
Adam AlNuaimi (Welsh Revenue Authority) cautioned against over-reliance on surface level data metrics:
“You only know what's right when you really understand your data.”
A dataset that is complete is not necessarily correct, and genuine understanding requires the right skills, context, and behavioural patterns across a workforce.
Dr Annalisa Riccardi (University of Strathclyde) highlighted the opportunities that emerge when organisations rethink what’s possible. Innovation, she argued, often comes from reengineering data rather than accepting its limitations.
Neil Ferguson (Revenue Scotland) reminded the audience that tax authorities must set the highest bar for data protection. Trust can be built slowly, but it can be lost instantly.
The session ended with a clear takeaway: sustainable data quality depends not just on tools or processes, but on early engagement, cross-organisational collaboration, staff development, and shared understanding.
Digital by design: strategy and delivery for the modern public sector
Webinar held 23 March
Chaired by Graham Curran of Cloudfire Services, this session united digital leaders from Public Digital, HMRC, and the Canada Revenue Agency to explore how digital strategy and AI can transform public sector organisations.
John Screeton (HMRC) emphasised that successful strategy is built with people, not for them:
“People are far more likely to back a strategy they have co‑created.”
This approach ensures realistic delivery models, shared ownership, and a strategy that lives beyond the slide deck.
Lorraine Redekop (Canada Revenue Agency) underscored the value of early releases, rapid iteration, and continuous testing. Especially during pandemic programmes, iterative testing before, during and after implementation proved vital to meeting diverse user needs.
Ross Ferguson (Public Digital) reframed the discussion on AI:
“The question isn’t ‘how do we replace humans?’ but ‘how do we make the humans we have more productive?’”
AI should expand reach, free up staff for high value work, and improve service equity - not simply reduce headcount.
The panel discussed what makes a “minimum viable strategy,” identifying essentials such as vision, strategic objectives, and a forward-looking view of technology.
Even when organisations can only take small steps, grounding them in a shared ambition aligns teams and accelerates progress.
A connected vision
Across both webinars, three unifying themes emerged:
- Trust is earned through transparency and quality
- Culture drives change more than technology
- Ambition and iteration must work hand in hand
Public sector transformation isn’t about technology alone - it’s about culture, capability, and a commitment to keep learning.
Watch the full discussions
Both webinar recordings are available to view online: