How can an agency that takes people?s money be so popular and appreciated? Much of the answer to that question lies in the process of change that the Tax Agency has carried out in recent decades. Through value management and determined work with attitudes, the Tax Agency has changed from a feared tax collector into a popular service agency trusted by the public. Anders Stridh and Lennart Wittberg have been part of the driving force during the path of change. In this book they discuss the critical factors for success.?