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2.10 The first progress measure will track how much contact between government and citizens is "avoidable". This will be done by asking those who are closest to the citizen in local and central government to identify when and why that type of contact happens.2 By bringing this information together the public sector will be better able to see how this contact could have been avoided had things been done right first time. And by comparing the results across similar services and organisations the public sector will be able to gather better information on why citizens and businesses need to initiate contact in the first place.

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