The focus for this will be service delivery from single points of contact, providing access to secure electronic customer records (which reduces the demand for customers to repeatedly provide the same information) and ensuring that well trained customer services staff can deal with a wide range of customer enquiries at first contact.· £4 million to further develop, encourage and promote the take up of online – self-service – transactions.· £6.6 million to the further development of the single voluntary citizens entitlement card.