When I speak to public servants, almost all of them say that what was good about the old system, particularly when it came to email, was that it was responsive to differing needs—I'm sure that's not the first time you've heard that—and that there's a considerable amount of fear with regard to going to shared services, because they're going to lose that kind of flexibility. They're going to lose what they need that is specific to their workplace and specific, even, to their category or job.
What can you tell them to reassure them that this kind of one-size-fits-all system is going to actually allow them to do their job more efficiently?