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Annexes 1-5 contain: On-line check list and manual; Telephone interview questionnaire and instructions; Tables for service clusters with criteria and reasons for selection; Case study report template and face-to-face interview guidelines; Tables with national responsibilities for service deliver

Reorganisation of government back-offices for better electronic public services - European good practices (back-office reorganisation), Volume 2: Annexes 1 to 5, commissioned by: European Commission