1: Service Delivery
Re-focus the core service delivery processes around the needs of citizens Other Information:
Citizen-centric business management - For largely historical reasons, governments are generally organised around individually
accountable vertical silos with clear demarcations between central, regional, and local government. Yet citizens' needs cut
across these demarcations. In moving to a citizen-centric approach, it is vital to redress this fragmented approach to business
management, and to put in place business management processes which operate at the whole-of-government level. The Citizen
Service Transformation Value Chain identifies three key aspects of business management which need to be tackled in this way:
* Vision > strategy > business model * Policy Products * Delivery Roadmap.
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