Leading TomorrowPub Date : 2021-01-05DOI: 10.4135/9781446251720.n6
Raj Aseervatham
{"title":"Customers","authors":"Raj Aseervatham","doi":"10.4135/9781446251720.n6","DOIUrl":"https://doi.org/10.4135/9781446251720.n6","url":null,"abstract":"References to „customers‟ have become commonplace in the policy discourses within UK government and other public sector bodies. It is a working assumption of UK public sector management that the concept of the „customer‟ can be applied to any public sector service agency or department; and this paper analyses how the UK government‟s revenue department, formerly titled the Inland Revenue (IR), re-characterised firstly taxpayers and latterly tax claimants as „customers‟, rather than „users‟, of IR services. This paper identifies some problems, dilemmas and ambiguities associated with this reconceptualisation in the context of an organisation that is predominantly a regulating department. Far from being merely a reclassification of the taxpayer as customer, the emerging discourse and associated practices of the IR were in part embedded in organisational change including the merger with HM Customs and Excise to form the present-day HMRC. Thus this case analysis illustrates the limits of consumerism as a strategic tool of a government revenue department and raises wider questions for public management.","PeriodicalId":409489,"journal":{"name":"Leading Tomorrow","volume":"40 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2021-01-05","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"133634924","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Leading TomorrowPub Date : 2021-01-05DOI: 10.4324/9780429351259-16
Raj Aseervatham
{"title":"Believe","authors":"Raj Aseervatham","doi":"10.4324/9780429351259-16","DOIUrl":"https://doi.org/10.4324/9780429351259-16","url":null,"abstract":"They heard the news from a neighborandimmediatelytuned in on short-wave* '2We sat in front of the radio from 1:30 to 11:80 ? p.m.\" said Sylvia in telling of their reaction to the news. Both Sylvia and ;her mother are very anxious about their family b a t t h i n k • t h a t e v e r y t h i n g h a s quieted down. now. Mm Linares has aii older daughter and a grandchild in Cuba, but has heard no .more than what has tome over i shortwave a> to the conditions * In Cuba at the present time. ?If the? man is good, that is all Cuba needs,\" Mrs. Linares said. She said that she doesn't know anything about the revolution ex cept what die has read in the pa pers and heard on thi radio, but said that Batista made Cuba a good president when he .wasin office and held honest elections. Sylvia $aid that judging from the radio, 'it was a war of captains and lieutenants.She said that Ba tista is a strong man has many friends and supporters in Cuba. She said thai the police were on his fide; the radio reported yester day that the first thing Batista did when he came into office was to raise the policeman'ssalaries. Mrs. Linares stated that there were many men with good repi^ta£$ons in ths new government that Batista has chosen. She said that the new Minister of State was. a very well-liked maft with a good • reputation. \"v.^ • Mrs. Linares and her daughter who liva *t 2009 Guadalupe are both majoring in Home Econom ics at the University. Mrs. Lin ares was a journalist in Cuba for #weaty-five years and both she and her daughter h»ve the title of professor in Havana. Both mother and daughter had","PeriodicalId":409489,"journal":{"name":"Leading Tomorrow","volume":"598 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2021-01-05","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"131607732","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
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