shopping_cart

Your shopping cart is empty

Invisible taxation: Fantasy or just good service design?

Published on 01 Apr 17 by "AUSTRALIAN TAX FORUM" JOURNAL ARTICLE

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.

Author profiles

Jo’Anne Langham
Jo'Anne UQ Business School, University of Queensland (PhD student).
Current at 1 April 2017
Neil Paulsen
Neil ia a Associate Professor in Leadership and Management, UQ Business School, University of Queensland.
Current at 1 April 2017

 

Copyright Statement
click to expand/collapse