What the opening purpose of the bill refers to is the current requirement to not have, under the Local Government Act 2002, local authorities taking a customer-focused approach to all that they do to delivering public services and regulatory functions. It might sound pretty ABC that that is something that they should do, but it is not actually there in plain, simple language and sight for all to see. So I really applaud Jacqui's deliberate, measured approach to make sure that intent translates into action—that there is a culture that requires local government to look at processes and systems to be timely and effective, to have a value-for-money approach. All of that, of course, is wrapped up in the term of "customer-focused", because when we keep our eyes on what people actually need from Government, and in this case local government, it's where we can see quite clearly where the frustrations come, and I want to touch on a couple of those in the short time that I have.