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What happens when a modern bureaucracy ventures on new paths?

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Talk given by Lene Krogh Jeppesen, Danish Ministry of Taxation on 16 April 2013 at "Digital Changes Everything" J. Boye conference hosted by WHO in the new UN-city in Copenhagen …

Talk given by Lene Krogh Jeppesen, Danish Ministry of Taxation on 16 April 2013 at "Digital Changes Everything" J. Boye conference hosted by WHO in the new UN-city in Copenhagen

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  • 1. What  happens  when  a  modern  bureaucracy  ventures  on  new  paths?  Lene  Krogh  Jeppesen  Danish  Ministry  of  Taxa?on  
  • 2. Being  digital  Holstebro    Customs    Office  1979  
  • 3. Priori5zed  channels  Skat.dk  Phone  E-­‐tax  Skat.dk  E-­‐tax  Mail  Text  No  touch  Re-­‐use  data  Goal  &  vision  Less  priori5zed  channels  Desk  Mail  LeKer  LeKer  Ci?zens  &  businesses  communica?on    with  SKAT  SKAT’s  communica?on    with  ci?zens  &  businesses  Efficiency/use  of  ressources  Digital  communica?on  strategy  
  • 4. Digital  communica5on  strategy  Moving  from  expensive  to  cheaper  channels  of  communica5on  Channels    @  154  kr.   92  kr.   62  kr.   2  kr.  
  • 5. We’ve  come  a  long  way  80%  of  ci5zens  are  ”No  touch”.  High  levels  of  digitaliza5on  among  companies  Postage  reduc5on  30  mio.  kr.  •  From  110  mio.  in  2007  to  78  mio.  kr.  in  2011  0%  20%  40%  60%  80%  100%  1987  1992  1997  2002  2007  2012  No  Touch  TastSelv  Borger  Papir  75  80  85  90  95  100  TastSelv  Erhverv  Tax  assessment  no?ce      VAT  
  • 6. Use  of  different    communica5on  channels  0,9  1  1,1  1,2  2010   2011   2012  Telefon  Mail  TastSelv  Borger  Skat.dk  Skranke  Personlig  betjening  
  • 7. 2012:  Changing  your  preliminary  income  tax  
  • 8. Digitalized  Paying  your  taxes  is…  Alienated  
  • 9.      &          Reinterpret    humanize  
  • 10. New  rela?onship  Communica5on  Collabora5on  Interac5on  
  • 11.    New  governmental  role  Asking  ques5ons  Inclusion  Openness  
  • 12. We  know  best!  What  do  you  think?  
  • 13. Use  a  new  plaPorm  
  • 14. Bureaucracy    vs.    party  Experts    vs.    crowds  
  • 15. How  can  we  improve?    
  • 16. Just  relax?  Is  that  it?  
  • 17. New  Public  Management  Rela?ons  
  • 18. NPM:    Plan  &  implement  
  • 19. Rela?ons:  Plan  &  improvise  
  • 20. ”Den  poli5ske  snak  om  0-­‐vækst  og  udgijstop    flere  år  frem  vil  være  et  kæmpe  5lbageskridt  for  udviklingen    af  en  effek5v  offentlig  sektor”  ”The  poli5cal  discussions  on  zero-­‐growth  and  expenditure  restraint  for  years  to  come  will  be  a  huge  step  back  in  developing  an  efficient  public  sector”  
  • 21. New  conversa?ons  within    the  organiza?on  
  • 22. Authority:  listening  &  learning  
  • 23. Authority  at  eye  level  
  • 24. Courage      The  road  forward  is  built  with…  &  desire  
  • 25. A  Modern  Humane  Tax  Authority  

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