We certainly can always learn from others. One of the things we do try to focus in on in terms of innovation in the public service is not reinventing the wheel but taking good practices from others. In some cases, we know that they exist within the public service. We look at those and think about scaling up in terms of something that has worked well in one situation and might be applicable to another. Innovation is certainly a theme and an underlying principle of the change we're trying to achieve.
I think in terms of best practices, I will keep coming back to what we call in the public service renewal world the “user experience”. There are examples of departments that have, for example, looked at how their call centres run. With dropped calls, client dissatisfaction, people not getting the answers they need, or people waiting too long on the phone, there are instances of where a particular department or agency has taken that apart, looked at what's happening, and put out a challenge, for example, to different groups: How can we fix this? What are the issues?