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chapter nine: How the public will benefit
102. Reform is about making a real difference to users and communities, through:
- maintaining and enhancing the overall quality and volume of public services, while keeping a tight rein on public spending;
- simpler access to public services - a genuine 'one stop' approach, from the most simple transaction to the most sensitive and complex;
- a universally high standard of service for all, with clarity about what service users have the right to expect;
- new services delivered in new ways;
- straightforward redress when things go wrong - with support where needed;
- a real say in how services are planned and delivered -both for individuals and communities;
- greater choice for individuals within current delivery models or how they use public services and what services they can obtain;
- clear, transparent information about services and performance, to allow citizens to evaluate the delivery of local services;
- real, measurable progress on the priorities set by the people of Scotland.
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