The introduction of self assessment for income tax payers was probably the most significant change at the government- public interface in 1997. Compared to the previous system where taxpayers declared incomes and claimed allowances the new DIY role demands a calculation of tax due. The change went fairly smoothly with 90% of taxpayers submitting returns by the January 1998 deadline. 

Tony Blair has set the agenda for change in local government in a pamphlet published by the Institute for Public Policy Research, a left of centre think tank. 

Detailed proposal for changing the way councils deliver services have been announced by Local Government Minister Hilary Armstrong. The consultation paper - Modernising local government - puts flesh on the bones of the Best Value initiative launched in June 1997. 

Public Service Minister Dr David Clark has announced a shift in the Government’s strategy to modernise public services. Public bodies will continue to seek ideas for improving efficiency and effectiveness from within the organisation, but in addition, the views of service users will be canvassed to highlight where improvement is needed.A range of research methods will be used to find out views from large-scale surveys to more focused in-depth work. 

The Councils that do better in getting organisations to comply with regulations are those that take businesses on board. This was the message from the Local Business Partnership Annual Conference.Understanding the customer is vital in all businesses, including that of local government. Applying regulations about planning or trading standards to business can be an ineffective and wasteful process if council officers do not understand the businesses they are regulating.