Acting as a regulator and enabler
A HMRC case study

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Page 8: Conclusion

Public sector organisations are as capable of being market-oriented and customer focused as those in the private sector. In a changing business environment, with increasing pressures to become more cost effective and rising customer expectations the Inland Revenue has set about creating a new customer-oriented business culture. All its employees have the opportunity to relate their own performance and their sources of job satisfaction to improve and meet the needs of tax payers.

HMRC | Acting as a regulator and enabler
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