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3.8 The two progress measures outlined in chapter 2 will give the Government a view across the public sector of progress being made towards what Sir David Varney described as a service economy which is "...slicker, more immediate, more convenient to the citizen and less intrusive on (their) time...". But in order to understand what this looks like to the citizen, the public sector needs to be able to follow and understand representative customer journeys through their various stages in accessing public services.

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