As we globally enter a period of shifting economic fortunes and austerity measures, public service bodies continue to look to make provision more effective and efficient. In this context, such organisations look at service provision, making judgements on
the value, type, and location of such provision. Inevitably questions arise as to whether particular aspects of provision can operate differently or be served through different channels at lower cost (saved either through cost of service or efficiency sa
vings from doing things better). Questions arise about whether savings are possible, and what opportunities are offered through revision of service. Citizens are also becoming more demanding over service provision, recognising government wastage and dema
nding service reform that best makes use of the public purse. The aim of this paper is to detail research findings from a project designed to discover the scope for channel shift (principally migrating users from mediated to...