From hot mess to delivered: Universal Credit and delivering system wide reform (Part 1)

In the shadow of worries about the NDIS, do we even believe that big system reform in Australia is do-able any more? Is the juice worth the squeeze?

In this first of a two part series, we explore the example of Universal Credit, a 15 year long reform agenda in the UK to combine 6 benefits into one, and, more importantly, seeking to transform the relationship of the citizen to work and welfare. 

In this episode we unpick how it goes from an idea that is incorporated into the UK Coalition Government’s priority list in 2010 to a £450m hot mess in 2013.

We also look at the unusual (and brave) decision to keep going.

Along the way, we cover:

• Whether radical transparency can be an answer to rescuing something when you’re in the middle of a hot mess?
• Whether we underestimate the importance of a ’holder of the vision’ in giant systems reform? 
• Whether articulating a north star for reform is hard because it makes clear what you are prioritising, and, equally importantly, what you’re not?
• The laughable idea of low hanging fruit

Referenced in the episode:

• Ed Milliband’s interview referencing PM Gordon Brown as an ideas factory, on Leading (The Rest is Politics)
• David Freud’s masterful memoir on his seminal role in Universal Credit, Clashing Agendas
• Institute for Government has held a number of great events on this, including one in 2016 and another in 2025
• Abul Rizvi’s appearance on Joe Walker podcast on the origins of Australia’s immigration system

Intro grab is Lord David Freud from Institute for Government 2016 event, From disaster to recovery: Learning the lessons of Universal Credit Clashing Agendas.

Outro grab is Tom Loosemore, former Deputy Director, Government Digital Services, from Institute for Government 2025 event, From disaster to completion? What Government can learn from the Universal Credit story? 

This podcast was recorded on Kaurna land, and we recognise Kaurna elders past and present. Always was, always will be.

Now for some appropriately bureaucratic disclaimers....

While we have tried to be as thorough in our research as busy full time jobs and lives allow, we definitely don’t guarantee that we’ve got all the details right.

Please feel free to email us corrections, episode suggestions, or anything else, at [e-mail].

Thanks to PanPot audio for our intro and outro music.

'Til next time!