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7 The changing pattern of the DWP's customer contacts, 2005 to 2008

7 The changing pattern of the DWP's customer contacts, 2005 to 2008

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Government agencies can achieve very rapid progress and productivity growth as this chapter shows by analysing the UK Customs agency, which introduced timely IT for handling imports and exports transactions and was able to handle sharply increased trade volumes with constant staff levels as a result.

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