- better for staff. Front line public sector staff — not just those in face-to-face
offices, but also those answering calls in contact centres and developing
services for the web — have a strong culture of service. They are closest to the
customer and feel the public service's strengths and weaknesses the most
acutely. By using their own experience front line staff will increasingly find
that they can get on with delivering services of which they can feel proud.
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