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1.2 Service transformation is about changing public services so they are tailored more to the needs of people and businesses and less to the structures of government. Public services should be delivered in the ways and at the times that people now expect them; the public service should get it right first time so that people do not have to initiate contact again and again; and rather than expecting people to 'join up' government for themselves it should be done for them. Government will do this by engaging users of public services to learn what really matters to them, and by acting on what is learnt.

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