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Author: Tammy Kaehler Publisher: Sourcebooks, Inc. ISBN: 1464202397 Category : Fiction Languages : en Pages : 278
Book Description
Racecar driver Kate Reilly is suited up and ready for the start of the legendary 24 Hours of Daytona. But what lies ahead is not just a racing challenge but a harrowing test of her will and nerve off the course. Even before the green flag waves over Daytona International Speedway, Kate receives word her boyfriend Stuart is hospitalized nearby in a coma, fighting for his life after a hit-and-run. Stunned by the news, Kate can do nothing better for Stuart than complete her scheduled laps driving her team's car. But more shocks follow as Daytona's clock starts ticking. An on-track accident ends tragically. Some of her complicated family is spotted with other teams—why? And an eyewitness claims Stuart was run down deliberately by someone from the race paddock. Alternating stints behind the wheel of the team's Corvette with stretches of quizzing colleagues and searching for clues, Kate circles the police and taps every possible source—friend, foe, and family—to find out who's after Stuart and why. As the race clock counts down to zero hour, Kate must come to terms with her own fears rising from her past and decide who she's willing to trust. Only then can she identify who's willing to kill to keep a secret buried.
Author: Tammy Kaehler Publisher: Sourcebooks, Inc. ISBN: 1464202397 Category : Fiction Languages : en Pages : 278
Book Description
Racecar driver Kate Reilly is suited up and ready for the start of the legendary 24 Hours of Daytona. But what lies ahead is not just a racing challenge but a harrowing test of her will and nerve off the course. Even before the green flag waves over Daytona International Speedway, Kate receives word her boyfriend Stuart is hospitalized nearby in a coma, fighting for his life after a hit-and-run. Stunned by the news, Kate can do nothing better for Stuart than complete her scheduled laps driving her team's car. But more shocks follow as Daytona's clock starts ticking. An on-track accident ends tragically. Some of her complicated family is spotted with other teams—why? And an eyewitness claims Stuart was run down deliberately by someone from the race paddock. Alternating stints behind the wheel of the team's Corvette with stretches of quizzing colleagues and searching for clues, Kate circles the police and taps every possible source—friend, foe, and family—to find out who's after Stuart and why. As the race clock counts down to zero hour, Kate must come to terms with her own fears rising from her past and decide who she's willing to trust. Only then can she identify who's willing to kill to keep a secret buried.
Author: Great Britain. National Audit Office Publisher: The Stationery Office ISBN: 9780102963403 Category : Political Science Languages : en Pages : 40
Book Description
In 2008-09 HM Revenue and Customs' Customer Contact Directorate, which answers 95 per cent of calls to the Department's contact centres, only answered 57 per cent of 103 million call attempts, compared with 71 per cent in the year before and an industry benchmark of over 90 per cent.
Author: Great Britain: Parliament: House of Commons: Committee of Public Accounts Publisher: The Stationery Office ISBN: 9780215055231 Category : Business & Economics Languages : en Pages : 36
Book Description
In 2011-12, 20 million phone calls to HMRC were not answered. It cost the callers £136 million while they waited to speak to an adviser. And, against its target of responding to 80% of letters within 15 days, the department managed to reply to just 66%. Officials are beginning to realize that good customer service lies at the heart of any strategy to maximize revenues while cutting costs. Callers will no longer be forced to use the more expensive 0845 numbers. Other planned changes include the resolution of more queries first time and a call-back service where this is not possible. However, HMRC's new target of answering 80% of calls within five minutes is still woefully short of the industry standard of answering 80% of calls within 20 seconds. Just how the department is going to improve standards of customer service, given the prospect of its having fewer staff and receiving a higher volume of calls, is open to question. HMRC plans to cut the number of customer-facing staff by a third by 2015. At the same time, the stresses associated with introducing the Real Time Information System, Universal Credit and changes to child benefit are likely to drive up the number of phone calls to the department. HMRC is also to close all of its 281 enquiry centres which give face-to-face advice to customers. HMRC considers that it will be able to improve service standards by using its staff more flexibly. It may need to put in additional resources, though, to avoid the kind of plummeting performance we have seen in the past
Author: Great Britain: Parliament: House of Commons: Public Administration Select Committee Publisher: The Stationery Office ISBN: 9780215561077 Category : Political Science Languages : en Pages : 166
Book Description
Additional written evidence is available in Volume 3, available on the Committee website www.parliament.uk/pasc
Author: Great Britain: National Audit Office Publisher: The Stationery Office ISBN: 9780102945041 Category : Business & Economics Languages : en Pages : 44
Book Description
Each year up to 10 million taxpayers contact the HM Revenue and Customs for help with their tax affairs and the Department spends £35 million on producing and distributing printed information and £55 million dealing with contacts. This report looks at the type of communication between the Department and the individual taxpayer whether forms and guidance are easy to obtain, easy to understand, accurate and comprehensive. The potential benefits and savings in making services more responsive to customer needs have previously been highlighted and the Department has already instituted some changes, with more being planned. This report contains recommendations to continue this process.
Author: Antonio Torrelo Publisher: Jaypee Brothers Medical Publishers ISBN: 9352703006 Category : Medical Languages : en Pages : 2190
Book Description
This two volume set is a complete guide to the diagnosis and treatment of paediatric skin conditions. With its first edition having published more than 33 years ago, this reference is renowned amongst clinicians practising in the field of paediatric dermatology. The fifth edition has been thoroughly revised and updated to provide all the latest techniques and therapeutic advances for daily practice. More than 2000 clinical and histologic pictures, the majority new to this edition, illustrate all the skin conditions described in the comprehensive text covering 2500 pages, across the two volumes. Detailed references offer suggestions for further reading. Divided into 22 sections, the book begins with an introduction to basic science and discussion on diagnosis in paediatric dermatology. The following chapters cover a multitude of conditions, from genetic diseases, eczema, and pigmentary disorders, to vascular anomalies, tumours and cysts, skin infections, and many more. The book concludes with a section on the principles of treatment. A complete section is dedicated to neonatal disorders. The book is edited by Madrid-based Antonio Torrelo, with contributions from numerous other experts in the field. The previous edition (9780723435402) published in 2010.
Author: John Seddon Publisher: Triarchy Press ISBN: 1909470481 Category : Political Science Languages : en Pages : 216
Book Description
John Seddon explains how successive governments have failed to deliver what our public services need and exposes the devastation that three decades of political fads, fashions and bad theory have caused. With specific examples and new evidence, he chronicles how the Whitehall ideas machine has failed on a monumental scale - and the impact that this has had on public sector workers and those of us who use public sector services.
Author: Elizabeth Buie Publisher: Elsevier ISBN: 012391065X Category : Computers Languages : en Pages : 447
Book Description
As a usability specialist or interaction designer working with the government, or as a government or contractor professional involved in specifying, procuring, or managing system development, you need this book. Editors Elizabeth Buie and Dianne Murray have brought together over 30 experts to outline practical advice to both usability specialists and government technology professionals and managers. Working with internal and external government systems is a unique and difficult task because of of the sheer magnitude of the audience for external systems (the entire population of a country, and sometimes more), and because of the need to achieve government transparency while protecting citizens' privacy.. Open government, plain language, accessibility, biometrics, service design, internal vs. external systems, and cross-cultural issues, as well as working with the government, are all covered in this book. - Covers both public-facing systems and internal systems run by governments - Details usability and user experience approaches specific to government websites, intranets, complex systems, and applications - Provides practical material that allows you to take the information and immediately use it to make a difference in your projects
Author: Great Britain: Parliament: House of Commons: Committee of Public Accounts Publisher: The Stationery Office ISBN: 9780215520432 Category : Business & Economics Languages : en Pages : 40
Book Description
Helping people to provide accurate information about their tax affairs is essential if they are to pay the right amount of tax. Accurate and timely information also helps to reduce the cost to HM Revenue & Customs (HMRC) of seeking information or correcting errors. HMRC spends £35 million a year on producing and distributing printed forms and other guidance, and £55 million a year answering 12.5 million enquiries on how to complete forms through 13 telephone helplines, face to face meetings at 279 enquiry centres or via its website. It handles over 20 million telephone calls a year from taxpayers. Its performance in answering telephone calls has improved with 72 per cent of calls answered within 20 seconds in 2006-07, compared with 45 per cent in 2005-06. But it is still below the general industry benchmark of 80 per cent. HMRC is encouraging people to use the most cost-effective method of contact that meets their needs. Improving its forms and guidance, as well as its website, should reduce avoidable calls. It estimates that it could save over £100 million by encouraging more people to use its website and online services. It is estimated that 3.3 million taxpayers filing Income Tax Self Assessment returns understated their tax by £2.8 billion in the 2001-02 tax year. Of this, around £330 million arose from unintentional mistakes by taxpayers. HMRC provides accurate and complete advice in 95 per cent of telephone enquiries. But taxpayers sometimes receive inaccurate or incomplete advice because more complicated enquiries are not always referred to expert staff.
Author: Tammy Kaehler
Author: Tammy Kaehler
Author: Great Britain. National Audit Office
Author: Great Britain: Parliament: House of Commons: Committee of Public Accounts
Author: Great Britain: Parliament: House of Commons: Public Administration Select Committee
Author: Great Britain: National Audit Office
Author: Antonio Torrelo
Author: George Frederick Shrady
Author: John Seddon
Author: Elizabeth Buie
Author: Great Britain: Parliament: House of Commons: Committee of Public Accounts