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The Government historically delivers services through departments. The department might deliver the service directly, through agents or agencies, alone or in cooperation with local government. Each solution is a child of its time and circumstances, with little over-arching view of the Government's relationship with the citizen. Thus, I have found that departments which provide services focus predominantly not on the citizen, but on an aspect of the citizen called `the customer'. This allows the department to focus on the delivery of their service -- a transactional relationship.

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