Ruth Owen CBE GAICD

Ruth Owen CBE GAICD

Inspector-General of Taxation and Taxation Ombudsman

Sydney, New South Wales, Australia
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About

Successful, public service leader, with deep UK and Australian experience in leading, reforming and transforming public service organisations, mostly focused on service delivery.

I am the Inspector-General of Taxation and Taxation Ombudsman, a statutory appointment overseeing the integrity of and improvements in the tax and superannuation systems of Australia and supporting taxpayers in resolving their complaints with the tax office or Tax Practitioners Board.

Previously working in NSW Government, I led the implementation of the NSW Government's Public Sector Review from the Premier's Department, reforming the sector to : more sharply focus on Government priorities; and increase accountability, collaboration and transparency. And in NSW Department of Education, l led the enabling functions across the Department, including Finance, IT, risk/audit, governance, service experience and shared services. I also led Learning Improvement, including curriculum reform and the inclusive education strategy. And in 2021, l led the COVID Taskforce to deliver online learning and a safe return from learning from home.

On moving to Australia, I led the Human Services practice in EY, advising clients in government and non government sectors on child protection, disability services, welfare, housing and homelessness and support to vulnerable families.

Prior to my move to Australia, I was Director General / Deputy Secretary public service leader with 10 years’ Board experience in the UK. Passionate about improving customer service and leadership in the public service.

Previous experience in UK Government:
- Led the two largest customer service operations in UK Government (welfare / employment services and tax)
- Head of Profession in UK civil service for Operational Delivery with matrix leadership of 280,000 people in front line roles
- Led system level reform and operational performance improvement impacting on increased employment and reduced disadvantage
- Led digital and multi channel transformation, reducing running costs by over 20% year on year while improving the customer experience and workforce engagement in tax and welfare
- Led service teams of up to 90,000 people in public sector and program budgets over $500bn and operating budgets of over $3bn
- Deep expertise in public administration, complaints handling and redress
- Strong experience in governance, leading executive committees and program governance and introduction of best practice risk management

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Experience

  • Premier's Department NSW Graphic

    Deputy Secretary

    Premier's Department NSW

    - 1 year

    Sydney, New South Wales, Australia

    Leading the Strategic Implementation Group at NSW Premier's Department, with a focus on public service reform and cross sector mobility. Our reform will enable the NSW public sector to more sharply focus on Government priorities and adapt our ways of working to improve accountability, transparency and collaboration.

    Our cross sector mobility team is supporting the redeployment of colleagues across the sector, to maximise the skills and experience from within the public service, improve…

    Leading the Strategic Implementation Group at NSW Premier's Department, with a focus on public service reform and cross sector mobility. Our reform will enable the NSW public sector to more sharply focus on Government priorities and adapt our ways of working to improve accountability, transparency and collaboration.

    Our cross sector mobility team is supporting the redeployment of colleagues across the sector, to maximise the skills and experience from within the public service, improve retention and reduce potential loss of talent during times of change.

    I also lead the Digital and Information, Finance, Workplaces, and Transport functions serving the Premier's Department, the Cabinet Office and the Ministry.

  • Board Member

    NSW Childcare and Economic Opportunity Fund

    - 6 months

    Sydney, New South Wales, Australia

    Board member for NSW Childcare and Economic Opportunity Fund, seeking to boost access and affordability of early childhood education and care services for NSW families and children over the next 10 years.

  • NSW Department of Education

    NSW Department of Education

    2 years 8 months

    • NSW Department of Education Graphic

      Chief Operating Officer

      NSW Department of Education

      - 1 year 3 months

      Sydney, New South Wales, Australia

      Chief Operating Officer at NSW Department of Education, leading the enabling functions across the Department, including Finance, IT, risk/audit, governance, service experience and shared services. Leading reforms and transformation of our services to offer a more seamless experience to our schools and corporate teams and reducing the workload of our school workforce.

    • NSW Department of Education Graphic

      Deputy Secretary, Learning Improvement

      NSW Department of Education

      - 1 year 6 months

      Sydney, New South Wales, Australia

      Leading system level improvement activity across NSW early years, public primary and secondary education to achieve better outcomes for children and young people. This includes driving development and delivery of evidence based policy, programs and initiatives to improve educational standards, quality of teaching practice, and creating a student focused, inclusive education system. I created a new complaints handling function for parents and students, including mediation and dispute…

      Leading system level improvement activity across NSW early years, public primary and secondary education to achieve better outcomes for children and young people. This includes driving development and delivery of evidence based policy, programs and initiatives to improve educational standards, quality of teaching practice, and creating a student focused, inclusive education system. I created a new complaints handling function for parents and students, including mediation and dispute resolution.

      From June 2021 - Jan 2022 I led the NSW Education COVID-19 Taskforce, working in partnership with NSW Health to develop and implement COVID safe settings and policies for schools and early childhood education, and supporting schools, students and families with Learning from Home resources.

  • EY Graphic

    Human Services lead partner

    EY

    - 3 years 6 months

    Sydney, Australia

    Advising Governments across Australia on reform and organisational transformation - focused on better outcomes and a better customer experience (with a fundamental belief that the two are connected). Mostly working in the Human Services sector, bringing my 27 years' experience of leading largescale transformation in UK Government and lessons from what works.

    ▪ Created a new Human Services practice in EY with purpose and objectives focused on end users – have established the Practice…

    Advising Governments across Australia on reform and organisational transformation - focused on better outcomes and a better customer experience (with a fundamental belief that the two are connected). Mostly working in the Human Services sector, bringing my 27 years' experience of leading largescale transformation in UK Government and lessons from what works.

    ▪ Created a new Human Services practice in EY with purpose and objectives focused on end users – have established the Practice, built capability and brand recognition, and on profile to meet growth goal of 200%
    ▪ Consulted on and published guidance on complaint handling and resolution
    ▪ Led a major national Customer Experience program with NDIA to review and reform the experience of NDIS participants and ensure it was tailored to their needs, using customer journey mapping and human centred design.
    ▪ Led multi year engagements with Commonwealth Government on customer and digital transformation and operational turnaround, including at Department of Human Services.
    ▪ Led reviews for Service NSW and a member of the Revenue NSW Digital Board, advising on implementation of their digital strategy
    ▪ Advised Ministers, Secretaries and led workshops for COAG sub groups on service transformation, and workforce strategies

  • HM Revenue & Customs Graphic

    Director General, Customer Services

    HM Revenue & Customs

    - 4 years 11 months

    London, United Kingdom

    UK tax authority and largest national customer service operation: 49m customers ; up to 30 000 staff; and budget of up to £1bn.

    * Transformed large scale operation to, digital / multi channel, customer focused business with online tax account serving over 7m individuals at 80% satisfaction (within 12 months)
    * Turned around customer service levels : increased speed of call answer by 50% ; launched new online service channels with customer satisfaction up to 90%; closed 280 offices…

    UK tax authority and largest national customer service operation: 49m customers ; up to 30 000 staff; and budget of up to £1bn.

    * Transformed large scale operation to, digital / multi channel, customer focused business with online tax account serving over 7m individuals at 80% satisfaction (within 12 months)
    * Turned around customer service levels : increased speed of call answer by 50% ; launched new online service channels with customer satisfaction up to 90%; closed 280 offices and developed mobile face to face service at 97% customer satisfaction.
    * Turned around customer complaints handling to become "exemplary" [UK Ombudsman]
    * Launched new products : Employment Allowance; Marriage Allowance ; Pension freedoms; PAYE Real Time Information ; Child Benefit Charge ; Tax Summaries ; Speech recognition
    * Led all customer facing operations, changing the culture to be less product/process driven and more customer and people focused
    * Delivered cost reductions of over £230m (32%) and workforce reductions (42%) over 4 years while collecting £270bn in tax
    * Increased operational employee engagement by 10% and senior team engagement by 20%
    * Advised Ministers on all customer service delivery matters

  • UK Civil Service Graphic

    Head of Profession - Operational delivery

    UK Civil Service

    - 4 years

    Matrix professional leadership and champion of c280 000 civil servants in front line delivery roles. Achievements included:
    - Introduced new skills and capability standards
    - Developed role profiles, job families and career pathways to support career mobility and led talent management forum for all senior operational roles and appointments
    - Introduced new CPD learning curriculum, qualifications and apprenticeship.
    - Developed and established new, innovative operational surge…

    Matrix professional leadership and champion of c280 000 civil servants in front line delivery roles. Achievements included:
    - Introduced new skills and capability standards
    - Developed role profiles, job families and career pathways to support career mobility and led talent management forum for all senior operational roles and appointments
    - Introduced new CPD learning curriculum, qualifications and apprenticeship.
    - Developed and established new, innovative operational surge management team to support peaks in demand across all Government Departments.
    - Created cross-Departmental community to share best practice, including at senior leadership level
    - Raised profile and professional pride in public service delivery.
    - Advised Ministers on operational delivery matters.

  • Department for Work and Pensions

    Department for Work and Pensions

    7 years 3 months

    • Department for Work and Pensions Graphic

      Jobcentre Plus Deputy CEO and Chief Operating Officer

      Department for Work and Pensions

      - 3 years 10 months

      London, United Kingdom

      Government Department with 18m customers; c90 000 staff, 800 offices, a budget of £4.5bn and paying benefits of over £130bn

      * Led the Jobcentre Plus service delivery operation, including through the [GFC] recession as benefit claims rose by 100% within 6 months. Improved job outcomes; introduced new welfare to work programs and supported over 1m customers into work each year. Advised Ministers weekly on labour market policy, programs and service delivery impact.
      * Transformed the…

      Government Department with 18m customers; c90 000 staff, 800 offices, a budget of £4.5bn and paying benefits of over £130bn

      * Led the Jobcentre Plus service delivery operation, including through the [GFC] recession as benefit claims rose by 100% within 6 months. Improved job outcomes; introduced new welfare to work programs and supported over 1m customers into work each year. Advised Ministers weekly on labour market policy, programs and service delivery impact.
      * Transformed the operating model to improve customer experience and outcomes, integrating front and back offices, introducing process re-engineering, and new digital capabilities
      * Developed and led new place based approach to reduce unemployment through empowerment of local Jobcentres and advisers and partnerships with all tiers of Government and NGOs, to meet customer and community needs
      * Designed and introduced a new service model and operational policies of first contact resolution, new customer service measures, customer service excellence and use of customer journeys, leading to improved customer satisfaction and greater convenience and access
      * Reduced running costs by £120m, reduced estates, increased productivity by 10% and introduced new shared services model to reduce overhead costs by 33%
      * Created new senior leadership team and changed culture from process to customer focused with greater accountability for outcomes
      * Accountable to Ministers and Parliament on all service delivery and welfare to work
      * Previously Design Authority in the creation of Jobcentre Plus as an executive Agency of DWP.



    • Jobcentre Plus Graphic

      Strategy and Planning Director

      Jobcentre Plus

      - 3 years 6 months

      - Leading the strategic development of Jobcentre Plus, including strategic and business planning and performance reporting and analysis

  • PC World Graphic

    Strategy review manager (on secondment)

    PC World

    - 1 year

    Hemel Hempstead, United Kingdom

    * Led a review of the business strategy for PC World Management Board, shifting from product to service
    * Implemented a new business model for the B2B operation, to enable the business to improve sustainable profits
    * Delivered short term process change to the logistics operations to manage peak sales; and made strategic recommendations, leading to productivity gains

  • Department for Work and Pensions (DWP) Graphic

    Various - service delivery, program management and strategic planning roles

    Department for Work and Pensions (DWP)

    - 13 years 9 months

    Commenced my career at a frontline social security (Centrelink) office and continued within the public service, seeking to improve the outcomes and experience of the most vulnerable citizens seeking help from Government. Roles included: frontline operations and management, policy, project/program management, working in Minister's office and strategic/business planning.

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