A group of luminaries met to discuss transformational government, and an account of their deliberations has been published.
Look at HM Revenue and Customs and the Department for Work and Pensions (DWP): why do they have separate call and enquiry centres? Getting the two cultures to come together is hard enough, before you even start to align their legacy IT systems. Are users of their services really the same? Yes, up to a point, one participant in the seminar replied; but we just don’t know where that point is.