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Can better service bring in more tax revenue? How the NAO is helping government investigate

• Posted on June 29, 2017 by Andy Morrison

  Do you pay all the tax you should? Chances are, this depends on your values, your familiarity with tax rules, opportunities for evasion, and your attitudes. These may be affected by how much help you get from HM Revenue and Customs (HMRC) – and could potentially be influenced by how happy you are with HMRC’s service. In our recent report on The quality of service for personal taxpayers, we said we would work with HMRC to explore whether service quality affects tax revenues. The way we have done this is a great example of how the NAO can help to drive public service improvement. more… Can better service bring in more tax revenue? How the NAO is helping government investigate

  Tagged: Behaviour change, Customer service, Impacts, Influencing, Information management, Performance management, Tax

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Measuring performance delivered through others

• Posted on November 4, 2016 by Simon Banner

  Are you achieving what you planned to achieve? Most NAO reports stress the need to measure performance. But how do you do it and use that information to get the best you can with the resources you have? How do you avoid the risk that (only) ‘what gets measured, gets done’? And how do you do measure performance when – like regulators and many others – you don’t have direct control over the outcomes, but must influence others? There are many lessons of widespread value in our new guide, Performance measurement by regulators, which focuses on the particular challenge for those who regulate the products and services so important to our daily lives, such as utilities, transport, health, food and financial services. more… Measuring performance delivered through others

  Tagged: Accountability, Cross-government, Good practice principles, Influencing, Performance management, Performance measurement, Regulation & consumer protection, Reporting, Risk management

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Trendy NAO: Visualising data

• Posted on August 10, 2016 by Janet Coull-Trisic

  
  If that is the case then we should scrap this post and turn it into one long infographic. But it’s not that simple: infographics are not the right communication tool for every occasion and can also be time-consuming to create. more… Trendy NAO: Visualising data

  Tagged: Cross-government, Customer service, Data visualisation, Good practice principles, Impacts, Influencing, Reporting

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