In a recent interview, Susan Acland-Hood, the permanent secretary at the UK Department for Education, shared her insights and aspirations for the civil service as part of the upcoming Innovation 2025 conference scheduled for 25 and 26 March 2025 in London. The event will focus on new approaches to policy-making and service delivery, wherein Acland-Hood will speak on the session titled Service Delivery Reimagined.
Acland-Hood’s journey into the civil service was fueled by her passion for politics and current affairs, as well as a desire to make a difference. She recounted a defining moment during her time at a law firm, where she recognized her love for suggesting improvements: “We don’t do this bit about how you’re going to make it better. We just wanted something for our clients about the state of the law as it is today.” This realization drove her to seek a place where she could utilize her analytical skills to enhance public services.
When asked for advice for newcomers in the civil service, Acland-Hood emphasized the importance of embracing formal learning as well as informal opportunities, such as shadowing experienced professionals and spending time in educational settings, to expand knowledge and skill sets. “There’s just something for me about not setting any limit on yourself,” she advised, encouraging aspiring civil servants to learn actively and understand the sectors they care about.
Reflecting on what she appreciates most about her civil service role, Acland-Hood highlighted the significant sense of purpose derived from contributing to society, noting the profound impact achieved within a democratic government. She shared her “3am test,” pondering what gives her life meaning and affirming that her service provides a clear answer every time.
Looking ahead, Acland-Hood envisions a future civil service integrating more technology and fostering greater diversity. Admitting that predicting the future can be tricky, she expressed hope that the core values of public service, established over centuries, will remain unchanged. “I hope and expect that those will still sit right at the heart of how the civil service works in 25 years’ time.”
Acland-Hood also addressed the department’s efforts in using technology for education, particularly generative AI. When this new technology emerged, the Department for Education actively sought input from teachers through a call for evidence to gauge its impacts. “When generative AI first appeared, we asked teachers to tell us what they thought,” she explained, reflecting a commitment to understanding the classroom dynamics.
In January 2025, the Department for Education announced a partnership with leading tech firms including Google, Microsoft, and Amazon Web Services to ensure AI tools for education are designed safely. This initiative aims to ease concerns surrounding AI, providing a regulatory framework that enhances confidence in technology’s role in education. “We found that although there were quite a lot of very high level international guidelines about AI and education, there wasn’t anything that really set out what safety meant in that context,” Acland-Hood explained about the collaborative effort to establish clear expectations for AI in the classroom.
In her personal reflections, Acland-Hood shared an alternative career path she considered after applying to the Unilever graduate scheme, emphasizing her affinity for craft and making things. However, her commitment to public service shines through as her chosen career, which she finds rewarding and cherished.
Weekends for Acland-Hood are reserved for family time, where she enjoys ‘crafternoons’ with her two daughters, engaging in arts, crafts, and cooking. This wholesome activity underscores her belief in balancing professional responsibility with family bonding, nurturing creativity, and fostering ties.
Finally, the conversation turned to literature, where Acland-Hood expressed her inability to select a single favorite book due to her love for reading. However, she recommended Diana Wynne Jones’ works, particularly Charmed Life, celebrating their imaginative storytelling and profound character development. Her enthusiasm for reading showcases her passion for lifelong learning and understanding, which resonates deeply with her role in education.
Acland-Hood’s perspective as a leader in the civil service is both insightful and optimistic, embodying a commitment to educational improvement and public service values that are expected to persist and evolve in the future.
