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Building confidence in AI across defence is not just about technology. It is about people, skills and trust.
These themes were explored in a recent episode of the Changemakers podcast, produced by CSW in partnership with Capita, which examined how the Ministry of Defence is developing AI capability across a highly diverse workforce.
The episode features insight from Heidi Edwards at the Defence AI Centre and Olivia Lory Kay, Director of Learning at Capita. Together, they reflect on what it takes to build AI fluency in complex, highly regulated environments.
A key learning from the discussion is that hesitation around AI is rarely about capability. It is about fear of getting things wrong, uncertainty around accountability and a lack of confidence in how AI should be used safely. The Defence AI Centre addressed this by embedding responsibility, governance and practical understanding into its learning approach, reaching more than 5,000 learners in five months.
From Capita’s perspective, this reinforces the importance of treating learning as part of everyday work. Olivia Lory Kay shared how organisations can build resilience by strengthening “AI muscle” over time, embedding learning into live operations rather than relying on one off training interventions. When teams learn together, confidence grows alongside capability.
The experience shared through the podcast offers practical lessons for defence and the wider public sector. Confidence in AI starts with people, trust is built through transparency and governance, and learning must be continuous to keep pace with change.
This podcast was first published by Civil Service World in partnership with Capita.
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Written by
Olivia Lory Kay
Director of Performance & Partnering, Capita
Olivia Lory Kay
Director of Performance & Partnering, Capita
Olivia works across learning systems, innovation and workforce performance, focusing on practical, human centred approaches that strengthen capability and improve outcomes. Before joining Capita, she was a Creative Director in a communications agency and later Strategy and Business Development Director at an Innovation Studio specialising in immersive technology. At Capita, she leads partnering and performance for Learning Services, with a focus on artificial intelligence.
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