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This report focuses on the opportunities for change in the channels through which services are delivered to citizens and businesses. Over the next ten years, there is an opportunity to provide better public services for citizens and businesses and to do so at a lower cost to the taxpayer. Realising these outcomes will require citizen and business focused transformation that should see citizens having single points of contact with government to meet a range of their needs and businesses having to provide information only once to government. In addition, providing joined- up services designed around the needs of the citizen or business will yield efficiency savings by reducing duplication across the public sector. This ought to be the public service aspiration for Government.

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