7. 'A bit of a fixer-upper' - DHS and the botched launch of Robodebt

In this episode, Caroline takes us through how DHS responds in early 2017 when things start hitting the fan. Aggressive defence is the name of game in the media, while in the background frantic efforts are made to improve 'the customer interface'. We talk about how DHS backed themselves into a corner, and despite a lot of senior attention to solve problems, never picked up the rock to check what was underneath.We also talk about how hard it is to fix something while it's operating. We f...