Government tells public sector to cut public contact to improve services

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Government tells public sector to cut public contact to improve services

Antony Savvas

The government is encouraging public sector organisations to streamline its contact with the public as part of its transformational government agenda.

Organisations are being encouraged to measure progress in reducing the number of "avoidable" contacts with citizens.

They are also being requested to speed their migration of services to the Directgov and Businesslink websites.

The measures are contained in the government's Service Transformation Agreement (STA) published yesterday by HM Treasury, along with its Comprehensive Spending Review (CSR) for 2008-11.

The avoidable contact measure will be implemented by tracking how much contact between government and the citizen is avoidable by consulting those directly dealing with the public.

The government wants to halve the proportion of avoidable contact to help streamline the effective provision of services and cut costs.

Relevant contact data will be provided by local and central government contact centres and collated by a Contact Council.

Performance details will be published by the Cabinet Office website. Reports will be published quarterly.

The Central Office of Information will track migrations of online services to Directgov and Businesslink, which will also report quarterly.





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