Effective engagement: building a relationship of cooperation and trust within the community

Langham, Jo'Anne and Paulsen, Neil (2015) Effective engagement: building a relationship of cooperation and trust within the community. eJournal of Tax Research, 13 1: 378-402.

Attached Files (Some files may be inaccessible until you login with your UQ eSpace credentials)
Name Description MIMEType Size Downloads
Author Langham, Jo'Anne
Paulsen, Neil
Title Effective engagement: building a relationship of cooperation and trust within the community
Journal name eJournal of Tax Research
ISSN 1448-2398
Publication date 2015
Sub-type Article (original research)
Open Access Status
Volume 13
Issue 1
Start page 378
End page 402
Total pages 5
Place of publication Sydney, NSW, Australia
Publisher University of New South Wales * School of Taxation & Business Law (Atax)
Collection year 2016
Language eng
Abstract To the mainstream population, a taxation authority is an enigmatic and remote force. Most citizens would prefer to have little, if any interaction with such an organisation. The Australian Taxation Office (ATO) is no exception. The ATO is the sole Commonwealth government agency assigned the role to administer the taxation and superannuation systems. The lesser known focus in the ATO on consultation and collaboration with taxpayers has been the poor cousin to the alter ego of the ‘firm enforcer’. Recently, a focus on improved engagement between the ATO and the taxpaying population led to the development of a prototype community engagement framework. The framework bridges the division between enforcement and collaboration, demonstrating that engagement is a spectrum of professionalism and service delivery. This paper discusses the development of the Effective Engagement Framework, which utilized the ATO’s own co-design methodology. The implementation and evaluation of the methodology are outlined, as well as suggestions for the application of the framework to tax authorities or other compliance agencies in removing the obstacles to improved engagement with the community.
Keyword Taxation
Compliance
Effective community engagement
Taxpayer engagement
Collaboration
Co-design
Q-Index Code C1
Q-Index Status Confirmed Code
Institutional Status UQ

Document type: Journal Article
Sub-type: Article (original research)
Collections: Official 2016 Collection
UQ Business School Publications
 
Versions
Version Filter Type
Citation counts: Scopus Citation Count Cited 0 times in Scopus Article
Google Scholar Search Google Scholar
Created: Thu, 02 Apr 2015, 12:33:08 EST by Karen Morgan on behalf of UQ Business School