Public services must meet a range of customer needs that is more complex and diverse than in any other sector. In the UK alone, over 62 million people can – at any given time – place extraordinary demands on public services. Globally, this means a customer base of several billion.
While improving service and reducing costs, governments must find different and more innovative ways of providing everything from education, health, local services and transportation to policing, environmental, border control and defence.
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