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dc.contributor.authorJames, S
dc.contributor.authorMurphy, K
dc.contributor.authorReinhart, M
dc.date.accessioned2017-05-03T15:53:23Z
dc.date.available2017-05-03T15:53:23Z
dc.date.issued2005
dc.date.modified2011-06-29T08:09:44Z
dc.identifier.issn0952-0767
dc.identifier.doi10.1177/095207670502000201
dc.identifier.urihttp://hdl.handle.net/10072/39293
dc.description.abstractIn Public Policy and Administration Taylor (1999) concluded that the charter system was inadequate to safeguard consumers' and citizens' interests and that they would have to have a greater input to ensure success. Following its introduction in 1991, the Charter initiative certainly made an impact and by 1997 there were 40 main charters and perhaps 10,000 local ones. However since then the original Citizen's Charter has, in the words of one commentator, 'perished, or at least atrophied' Drewry (2002, p.12). There is little doubt that it could have been more effective. For example, tax charters seem to have had more success - indeed the UK Taxpayers' Charter pre-dates the Citizen's Charter, having been introduced in 1986. This paper therefore reviews the Charter initiative in the light of the development of tax charters and describes a particularly successful one - the Australian Taxpayers' Charter - that continues to provide a clear focus on twelve basic principles of tax administration. An important factor in the Australian success appears to be the more strategic approach taken with respect to the implementation, monitoring and development of its Taxpayers' Charter. The paper also presents relevant results of two surveys (N = 2,040 and 2,374) on the extent to which Australian voters consider the Australian Tax Office adheres to the principles outlined in the Charter. The evidence is consistent with Taylor's (1999) views and concludes that initiatives such as the Citizen's Charter would benefit from more strategic or systematic preparation that incorporates the views and expertise of a wide range of stakeholders before being introduced and for the initiative to become an integral part of the approach to standards of service thereafter.
dc.description.peerreviewedYes
dc.description.publicationstatusYes
dc.languageEnglish
dc.language.isoeng
dc.publisherSage Publications Ltd.
dc.publisher.placeUnited Kingdom
dc.relation.ispartofstudentpublicationN
dc.relation.ispartofpagefrom1
dc.relation.ispartofpageto18
dc.relation.ispartofissue2
dc.relation.ispartofjournalPublic Policy and Administration
dc.relation.ispartofvolume20
dc.rights.retentionY
dc.subject.fieldofresearchPublic economics - taxation and revenue
dc.subject.fieldofresearchCriminology not elsewhere classified
dc.subject.fieldofresearchPolicy and administration
dc.subject.fieldofresearchPolitical science
dc.subject.fieldofresearchLaw and society and socio-legal research
dc.subject.fieldofresearchcode380115
dc.subject.fieldofresearchcode440299
dc.subject.fieldofresearchcode4407
dc.subject.fieldofresearchcode4408
dc.subject.fieldofresearchcode480405
dc.titleThe Citizen's Charter: How such initiatives might be more effective
dc.typeJournal article
dc.type.descriptionC1 - Articles
dc.type.codeC - Journal Articles
gro.date.issued2005
gro.hasfulltextNo Full Text
gro.griffith.authorMurphy, Kristina


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