Eliminate transactions and improve the customer experience
Conclusion: In an effort to reduce transaction costs governments have moved face-to-face payment-based transactions to online services. However, it is not always clear if savings are maximised and customers are totally satisfied.
If governments look to redesign services, some payment-based transactions no longer need to exist and many can be automated to the point they require no intervention from government or customer.
Most jurisdictions have failed to reduce payment-based transactions because their service delivery bodies are KPIed on the number of transactions they process.