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84. There is a significant opportunity for government to use online fora to allow users of services to help each other navigate and understand public services. Such fora could either be hosted by a government agency, or run independently but facilitated with relevant materials to help customers. Citizens frequently find public services confusing to navigate and understand. This is especially true of administrative tasks, such as filing tax returns, acquiring a driver's licence, applying for benefits, making a planning application or finding the right entity to complain to about a service.

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