Invisible taxation: fantasy or just good service design?

Langham, Jo'Anne and Paulsen, Neil (2017) Invisible taxation: fantasy or just good service design?. Australian Tax Forum, 32 1: 129-174.

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 Invisible taxation: fantasy or just good service design?
Journal name Australian Tax Forum
ISSN 0812-695X
Publication date 2017-04-06
Sub-type Article (original research)
Open Access Status Not yet assessed
Volume 32
Issue 1
Start page 129
End page 174
Total pages 46
Place of publication Sydney, NSW, Australia
Publisher Taxation Institute of Australia
Collection year 2018
Language eng
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.
Keyword Tax
Public services
Q-Index Code C1
Q-Index Status Provisional Code
Institutional Status UQ

Document type: Journal Article
Sub-type: Article (original research)
Collections: HERDC Pre-Audit
UQ Business School Publications
Version Filter Type
Citation counts: Google Scholar Search Google Scholar
Created: Tue, 11 Apr 2017, 14:08:57 EST by Karen Morgan on behalf of UQ Business School