The anatomy of a service delivery disaster: how the UK’s tax agency goofed up. And what it means to one of their ‘customers'

As a country Britain has spent billions of pounds on modernizing its public services, but often with very poor results. Patrick Dunleavy looks at the current debacle at Her Majesty’s Revenue and Customs over massive amounts of uncollected tax. Examining a single case in detail, he shows how the crisis of service delivery was entirely of the department’s own making, reflecting long-run problems of organizational culture and management