Invisible taxation: fantasy or just good service design?

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Langham, Jo'Anne
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2017
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Abstract

This article introduces a new concept for design and evaluation of public services, and taxation in particular. The approach is novel as it draws from multiple domains to construct and propose a measure of administrative effectiveness as an alternative to traditional “service” quality. The article explores the commonalities between service delivery in public administration and the private sector. Exceptional service places the customer at the centre of the experience, achieving a balance between the needs of the organisation and those of the customer. Client service may involve more than one interaction, utilising multiple channels and touchpoints. An excellent client experience is created when the customer achieves the desired outcome with a high level of satisfaction and quality. Service quality is achieved through good service design.

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Australian Tax Forum
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© The Author(s) 2017. The attached file is reproduced here in accordance with the copyright policy of the publisher. For information about this journal please refer to the journal’s website or contact the author(s).
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Strategy, management and organisational behaviour not elsewhere classified
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Langham, J, Invisible taxation: fantasy or just good service design?, Australian Tax Forum: a journal of taxation policy, law and reform, 2017, 13 (1), 129-174
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