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1.1 Citizens' time is not free, yet often the way public services are delivered assumes it to be so. The aim of this Service Transformation Agreement (STA) is to change public services so they more often meet the needs of people and businesses, rather than the needs of government, and by doing so reduce the frustration and stress of accessing them. The result will be services that are better for the customer, better for front line staff and better for the taxpayer.

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