One particular example, and I've had quite a slew of these recently, is not having a case manager or a one-stop shop or a point of contact for something like the consenting process. For many, many people, the consents that they apply for—large or complicated or small—should be straightforward, but when you have something like staff turnover, it's a huge source of frustration, almost mind-blowingly so when you can't have consistency. Yet if we were able to bring a customer focus to what local government does, you'd see things through a different lens: perhaps with a case manager, a consistent case manager, not just in consenting, but in other departments that councils have, we may see a reconnection or a renewal of trust in local government, and we all know that that's lacking. 