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The anatomy of a service delivery disaster: how the UK’s tax agency goofed up. And what it means to one of their ‘customers'

Dunleavy, Patrick (2010) The anatomy of a service delivery disaster: how the UK’s tax agency goofed up. And what it means to one of their ‘customers'. British Politics and Policy at LSE (10 Nov 2010) Blog Entry.

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Abstract

As a country Britain has spent billions of pounds on modernizing its public services, but often with very poor results. Patrick Dunleavy looks at the current debacle at Her Majesty’s Revenue and Customs over massive amounts of uncollected tax. Examining a single case in detail, he shows how the crisis of service delivery was entirely of the department’s own making, reflecting long-run problems of organizational culture and management

Item Type: Website (Blog Entry)
Official URL: http://blogs.lse.ac.uk/politicsandpolicy/
Additional Information: © 2011 The Author
Library of Congress subject classification: J Political Science > JA Political science (General)
J Political Science > JN Political institutions (Europe) > JN101 Great Britain
Sets: Departments > Government
Collections > British Politics and Policy at LSE
Research centres and groups > LSE Public Policy Group
Rights: http://www.lse.ac.uk/library/usingTheLibrary/academicSupport/OA/depositYourResearch.aspx
Date Deposited: 13 Jan 2012 17:21
URL: http://eprints.lse.ac.uk/41477/

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