Gilly, the 'shopfront' inefficiencies would constitute a relatively small part of overall inefficiencies. Changing the 'ethos' of a government business is where I see the biggest improvement in efficiency. Competence over compliance, less governance, less political influence, the ability to actively pursue cost savings, growth opportunities, etc. Most of the big savings will be driven from the top down and not from 'Sandra at desk 7' serving more customers every hour.
Could Double Profit, page-56
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