Inland Revenue Senior Management Conference - February 2000

The Inland Revenue Inside and Outside A Perspective on the Internet

Where are we now?
Internet
Fad or fundamental?
What are you using it for?
Government
Immune, interested or involved?
Is it “What’s all the fuss?”
If the latter, how involved should the Government be?

Real Magic Source: Fortune magazine

More...

Faster growth

Perhaps the real focus...

UK Stats
15MM regular (adult) internet users
Salary is 2x national average
4 million digital televisions
10 million by 2003 (forecasts, forecasts!)
45% cell-phone penetration
Next generation access tool?

Some stats so far
Self Assessment by Internet
50,000 registered users
Internal forecast for 300,000 returns this year
PAYE
Set to launch around year end
6,000,000 forms targeted
VAT
2,000 current users (pilot stage)
1,000,000 returns by year end 2001
MAFF
10,000 CAP scheme applications

What’s The Real Goal?
Hide complexity of internal processes
Be citizen-focused, not form focused
Cut steps in processes
Publish internal and external documents on the web
Encourage citizen to take care of herself (self-help)
Engineer visible process change by stealth
UK will be “best place for electronic business”
Citizen will not accept that Government services are anything less than the very best
50% by 2002, 100% by 2005

Old World vs. New World Central Mailing Service Tax Form Citizen Records Tax Office Archive Fix Errors Tax Office Tax Systems Risk Profile Mail Mail Citizen Tax Form Internet PC Records Tax Systems Archive Risk Profile Internet

Are Internet Savings Real?
No infrastructure costs
Reduced errors
Greater customer self-help
Faster customer service
Typical Transaction Costs

What Shapes Your Customer’s Thinking? Customer Experience with other (retail) sites New IR website experience Media Spin Amazon Yahoo Dell SA Other (good) government websites HMCE Negative Press Just One Chance Previous experience with Government Previous experience with IR Frustration Frustration Frustration Frustration Frustration Frustration Frustration Frustration Frustration Frustration

What Are Your Staff Thinking? What happens if we replace the “customer” in the previous slide with “staff” ?

Self Assessment Experiences
50,000 registered users
Support questions - E-mail:telephone 5:1
Usage peaks in the evening (tax at 1am!)
Our back end (old world) technology is not used to that
Users don’t read the help
Try it, if it doesn’t work, try it again, then e-mail
So design has to be good first time round
Government is not good at user interface work

Self Assessment Experiences (2)
Mistakes are public
If it doesn’t work, it’s visible to everyone (fast!)
If you miss a deadline, it will be obvious (fast!)
The last thing you want people to know is the first thing they find out
But, on the whole, so far the citizen-base is forgiving
But when these become critical service, that will change (as the on-line brokers found out)

How did we work?
Decisions taken in minutes or hours
Uncertainty increases with pace of change
Operating with less than perfect data
Partners need more support
Required skill set in short supply
Struggling with same issues as you
Commercial vendors stepping in
They have the expertise

Old versus New
New Dimensions
Citizen focus
Life event focus
Imminent deadlines
Citizen satisfaction
Distributed control
Infinite variety
Demand
Open disclosure
Make decisions, move on
Limiting Factors
Back end complexity
Form focus
Responsiveness of vendors
Internal measures of success
Central control
One size fits all
Ability to scale
Knowledge is power
Resistance to ownership

Overcoming Limitations
Limiting Factors
Back end complexity
Form focus
Responsiveness of vendors
Internal measures of success
Central control
One size fits all
Ability to scale
Knowledge is power
Resistance to ownership
Establish ownership
Right thing, right place
Partner with commercial vendors
Go where your audience is
Shift focus to what citizen wants
Life events ( à la UK Online)
Think pre-population / monthly process
Spread knowledge where needed
Internet access for all
Intranet content management

Start afresh
BMSD (what?)
Merit badge
Rising seconded into technology
Develop the next generation citizen products
Incubate citizen-focused product ideas
Stick to your own knitting for now: rebuild IR processes
Joined-up Government demands more effort and takes more time

Wrap-Up
Internet is and will drive change
Focus will shift to what the citizen wants
Chance to redesign the way you do business
Start with what you do in the Revenue
Expand to include other departments (life

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Inland Revenue Senior Management Conference - February 2000

by Alan Mather on Dec 16, 2011

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Inland Revenue Senior Management Conference - February 2000 — Presentation Transcript