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Implementing Varney in local government (2009)

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A research paper by Dr Zoe Radnor, Warwick Business School Giovanni Bucci, A to Z Business Consultancy

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Since the Varney Report was published in 2006 public sector organisations have been seeking opportunities to provide better services for citizens and businesses at lower cost to the taxpayer. As a result of the Varney Report ‘service transformation’ became established as a government priority in a 10-year programme. From the original intentions of the Varney Report, it appears the concept of ‘avoidable contact’ will have a lasting impact on public services. It is, therefore, the main focus of this review.

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