Operational capability across government is varied and often lacking in what matters most.32 Weaknesses in operational capability can have real consequences for citizens. For example, where a department lacks the capability to understand and deal with demand, the result is backlogs in government services.33 Where a department does not focus on systematic and continuous improvement, pain points for customers are not identified and addressed.34 Where organisations fail to consider systems as a whole, and work in silos only focusing on their own part of the process, they may just move demand and the cost of dealing with it to another part of government.35