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Facing today's digital realities: how should a revenue agency engage with its customers?

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By strategically re-examining and redefining taxpayer engagement, agencies can respond to growing challenges, meet taxpayer demands, and reducing errors and increasing compliance.

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Facing today's digital realities: how should a revenue agency engage with its customers?

  1. 1. DIGITAL REALITIES HOW SHOULD A REVENUE AGENCY ENGAGE WITH ITS CUSTOMERS? FACINGTODAY’S
  2. 2. REVENUE AGENCY CHALLENGES ARE MOUNTING… Copyright © 2018 Accenture. All rights reserved. 2 Do-more-with-less New technologies maturing at an accelerated pace Growing complexity of customer data An expanding partner ecosystem Continuously evolving security threats Rising expectations of the customer
  3. 3. …AND, THE NEED TO REDUCE CUSTOMER ERRORS AND INCREASE COMPLIANCE HAS NEVER BEEN GREATER Copyright © 2018 Accenture. All rights reserved. 3* Source: Accenture Taxpayer Survey MANAGINGERRORS TAXPAYERCOMPLIANCE 42%of taxpayers have made an error in the last 24 months* 38%of taxpayers are not confident they pay the right amount of tax*
  4. 4. ASTHESE PRESSURES CONVERGE REVENUE AGENCIESHAVE ANURGENT NEED,ANDA SIGNIFICANT OPPORTUNITY By strategically re- examining and redefining taxpayer engagement, agencies can respond to these growing challenges, meet taxpayer demands, whilst also reducing errors and increasing compliance Copyright © 2018 Accenture. All rights reserved. 4
  5. 5. POWERFUL TRENDS ARE DRIVING CHANGE IN CUSTOMER ENGAGEMENT These trends—which are aggressively moving through the commercial sector—can help agencies achieve game-changing outcomes. DATA ANALYTICS & PERSONALIZATION DELIVERING – CHANNEL-LESS EXPERIENCES EVOLUTION OF CUSTOMER CARE Copyright © 2018 Accenture. All rights reserved. 5
  6. 6. 01 DATA ANALYTICS & PERSONALIZATION Copyright © 2018 Accenture. All rights reserved. 6* Source: Accenture Taxpayer Survey Using data to proactively deliver tailored content and information helps guide customers towards increasingly compliant behavior RECOGNIZE RECOMMEND REMEMBER RELEVANCE Identify known and unknown customers through data from CRM, website, device, social and more Reach them with the right content, information and advice based on actions, preferences and interests Know when, if, how and why your customer filed Deliver personalization based on who they are, where they are located, and the time of year
  7. 7. THE DIGITAL EVOLUTION OF CUSTOMER CARE Copyright © 2018 Accenture. All rights reserved. 7* Source: Accenture Taxpayer Survey Greater use of digital self- service channels can lower agency costs and provide valuable data to reduce future errors and compliance issues. Plus, customers increasingly prefer to use them. 6in10Customers who called or visited their revenue agency would prefer to use a digital channel 02
  8. 8. DELIVERING CHANNEL-LESS EXPERIENCES Copyright © 2018 Accenture. All rights reserved. 8 An integrated and consistent experience in any channel improves customer satisfaction and allows an agency to become smarter in how it can influence customer compliance. Enabling customers to move seamlessly across and between channels only improves this experience. 03
  9. 9. By re-examining how they engage with customers, agencies can directly influence the amount, type and frequency of customer errors and the actions and behaviors that lead to compliance Copyright © 2018 Accenture. All rights reserved. 9 Reduce cost Improve voluntary compliance Be more responsive to evolving customer demands
  10. 10. Deliver increasingly tailored services THE REVENUE AGENCY OF THE FUTURE WILL TRANSFORM HOW IT ENGAGES WITH CUSTOMERS. IT WILL….. Copyright © 2018 Accenture. All rights reserved. 10 Put the customer at the heart of how services are designed and delivered Proactively “nudge” customers based on situational and contextual awareness while remaining steadfast with privacy protection and security Nimbly explore new technologies, using proof of concepts, from the artificial intelligence ecosystem Continuously build and enhance new digital skills and competencies
  11. 11. BUT CHANGING HOW, WHERE, WHY AND WHEN AGENCIES ENGAGE WITH CUSTOMERS WILL HAVE SIGNIFICANT IMPLICATIONS ACROSS THEIR ORGANIZATIONS Copyright © 2018 Accenture. All rights reserved. 11
  12. 12. WHAT DO AGENCIES NEED TO DO DIFFERENTLY? Two steps towards a new operating model Copyright © 2018 Accenture. All rights reserved. 12 PUT THE CUSTOMER AT THE HEART AND REDEFINE THE NORTH STAR ONCE REDEFINED, BUILD CAPABILITIES IN AN ITERATIVE AND AGILE WAY 01 02 Use Design Thinking and Service Design methods to define customer- centric visions of the future Adopt a methodical, agile and iterative approach to build the capabilities necessary to realize the North Star
  13. 13. Copyright © 2018 Accenture. All rights reserved. 13 PUT THE CUSTOMER AT THE HEART AND REDEFINE THE NORTH STAR 01 PRINCIPLES Gain a deep understanding of real people Balance the user’s perspective with business needs Examine the customer journey and the behavioral and transactional data sets Use research findings to inform customer architypes Co-create with customers and ecosystem partners
  14. 14. Copyright © 2018 Accenture. All rights reserved. 14 ONCE REDEFINED, BUILD CAPABILITIES IN AN ITERATIVE AND AGILE WAY 02 Culture Skills and competencies Structure Governance Information Technology CAPABILITIES
  15. 15. Copyright © 2018 Accenture. All rights reserved. 15 THEREVENUE AGENCYOPPORTUNITY SUMMARY Revenue agencies face increasing pressure to perform while they must adapt to the digital realities around them. The long-term implications on agencies will be profound, but the performance outcomes achieved will make this increasingly imperative journey worthwhile Now is the time to define a new North Star for customer engagement. Through optimized customer engagement, agencies can increase compliance and reduce cost by helping customers: • Better understand obligations • Fulfill those obligations right the first time
  16. 16. CONTACTUS YVES FLORENTIN-LEE Managing Director, Industry Consulting Accenture Revenue MICHAEL KELLY Digital Lead Accenture Revenue ABOUTACCENTURE Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions – underpinned by the world’s largest delivery network – Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With 459,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. Visit us at www.accenture.com. 16 Copyright © 2018 Accenture. All rights reserved. DAVID REGAN Global Managing Director Accenture Revenue DR. GABRIEL BELLENGER Managing Director, Global Consulting Lead Accenture Revenue
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