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3.37 There is a recognised link5 between service quality, customer satisfaction and the engagement of front line staff (not just those in face-to-face situations, but also those answering phones and delivering web services). The Government will build upon this link by assessing the drivers of front line employee buy-in and developing the use of cross-government staff surveys as a means of maximizing the potential for staff to contribute to the delivery of more customer-focused public services. Work in this area is ongoing and will link with the outputs and objectives of the Permanent Secretaries' Employee Engagement Working Group. See People, Service and Trust: Links in a Public Sector Service Value Chain, Ralph Heintzman and Brian Marson, Canadian Government Executive June/July 2006,

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