13.2: Holistic Approach

Take a holistic approach to understanding the range of channels through which government services are and could be delivered, including both “Channel Mix” (that is, the physical type of channel being used, including face-to-face, mail, e-mail, Internet and telephone) and also the variety of "Channel Ownership" options that are available (including service delivery through private and voluntary sector channels).

Indicator(s):

Indicator:1

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