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Inland Revenue Senior Management Conference - February 2000


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Inland Revenue Senior Management Conference - February 2000

  1. 1. The Inland Revenue Inside and Outside A Perspective on the Internet
  2. 2. Where are we now? <ul><li>Internet </li></ul><ul><ul><li>Fad or fundamental? </li></ul></ul><ul><ul><li>What are you using it for? </li></ul></ul><ul><li>Government </li></ul><ul><ul><li>Immune, interested or involved? </li></ul></ul><ul><ul><li>Is it “What’s all the fuss?” </li></ul></ul><ul><ul><li>If the latter, how involved should the Government be? </li></ul></ul>
  3. 3. Real Magic Source: Fortune magazine
  4. 4. More...
  5. 5. Faster growth
  6. 6. Perhaps the real focus...
  7. 7. UK Stats <ul><li>15MM regular (adult) internet users </li></ul><ul><ul><li>Salary is 2x national average </li></ul></ul><ul><li>4 million digital televisions </li></ul><ul><ul><li>10 million by 2003 (forecasts, forecasts!) </li></ul></ul><ul><li>45% cell-phone penetration </li></ul><ul><ul><li>Next generation access tool? </li></ul></ul>
  8. 8. Some stats so far <ul><li>Self Assessment by Internet </li></ul><ul><ul><li>50,000 registered users </li></ul></ul><ul><ul><li>Internal forecast for 300,000 returns this year </li></ul></ul><ul><li>PAYE </li></ul><ul><ul><li>Set to launch around year end </li></ul></ul><ul><ul><li>6,000,000 forms targeted </li></ul></ul><ul><li>VAT </li></ul><ul><ul><li>2,000 current users (pilot stage) </li></ul></ul><ul><ul><li>1,000,000 returns by year end 2001 </li></ul></ul><ul><li>MAFF </li></ul><ul><ul><li>10,000 CAP scheme applications </li></ul></ul>
  9. 9. What’s The Real Goal? <ul><li>Hide complexity of internal processes </li></ul><ul><ul><li>Be citizen-focused, not form focused </li></ul></ul><ul><ul><li>Cut steps in processes </li></ul></ul><ul><ul><ul><li>Publish internal and external documents on the web </li></ul></ul></ul><ul><ul><li>Encourage citizen to take care of herself (self-help) </li></ul></ul><ul><ul><li>Engineer visible process change by stealth </li></ul></ul><ul><li>UK will be “best place for electronic business” </li></ul><ul><ul><li>Citizen will not accept that Government services are anything less than the very best </li></ul></ul><ul><li>50% by 2002, 100% by 2005 </li></ul>
  10. 10. 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
  11. 11. Are Internet Savings Real? <ul><li>No infrastructure costs </li></ul><ul><li>Reduced errors </li></ul><ul><li>Greater customer self-help </li></ul><ul><li>Faster customer service </li></ul>Typical Transaction Costs
  12. 12. 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
  13. 13. What Are Your Staff Thinking? What happens if we replace the “customer” in the previous slide with “staff” ?
  14. 14. Self Assessment Experiences <ul><li>50,000 registered users </li></ul><ul><ul><li>Support questions - E-mail:telephone 5:1 </li></ul></ul><ul><ul><ul><li>Usage peaks in the evening (tax at 1am!) </li></ul></ul></ul><ul><ul><ul><ul><li>Our back end (old world) technology is not used to that </li></ul></ul></ul></ul><ul><ul><li>Users don’t read the help </li></ul></ul><ul><ul><ul><li>Try it, if it doesn’t work, try it again, then e-mail </li></ul></ul></ul><ul><ul><ul><li>So design has to be good first time round </li></ul></ul></ul><ul><ul><ul><li>Government is not good at user interface work </li></ul></ul></ul>
  15. 15. Self Assessment Experiences (2) <ul><li>Mistakes are public </li></ul><ul><ul><li>If it doesn’t work, it’s visible to everyone (fast!) </li></ul></ul><ul><ul><li>If you miss a deadline, it will be obvious (fast!) </li></ul></ul><ul><ul><ul><li>The last thing you want people to know is the first thing they find out </li></ul></ul></ul><ul><ul><li>But, on the whole, so far the citizen-base is forgiving </li></ul></ul><ul><ul><ul><li>But when these become critical service, that will change (as the on-line brokers found out) </li></ul></ul></ul>
  16. 16. How did we work? <ul><li>Decisions taken in minutes or hours </li></ul><ul><ul><li>Uncertainty increases with pace of change </li></ul></ul><ul><ul><li>Operating with less than perfect data </li></ul></ul><ul><li>Partners need more support </li></ul><ul><ul><li>Required skill set in short supply </li></ul></ul><ul><ul><li>Struggling with same issues as you </li></ul></ul><ul><li>Commercial vendors stepping in </li></ul><ul><ul><li>They have the expertise </li></ul></ul>
  17. 17. Old versus New <ul><li>New Dimensions </li></ul><ul><li>Citizen focus </li></ul><ul><li>Life event focus </li></ul><ul><li>Imminent deadlines </li></ul><ul><li>Citizen satisfaction </li></ul><ul><li>Distributed control </li></ul><ul><li>Infinite variety </li></ul><ul><li>Demand </li></ul><ul><li>Open disclosure </li></ul><ul><li>Make decisions, move on </li></ul><ul><li>Limiting Factors </li></ul><ul><li>Back end complexity </li></ul><ul><li>Form focus </li></ul><ul><li>Responsiveness of vendors </li></ul><ul><li>Internal measures of success </li></ul><ul><li>Central control </li></ul><ul><li>One size fits all </li></ul><ul><li>Ability to scale </li></ul><ul><li>Knowledge is power </li></ul><ul><li>Resistance to ownership </li></ul>
  18. 18. Overcoming Limitations <ul><li>Limiting Factors </li></ul><ul><li>Back end complexity </li></ul><ul><li>Form focus </li></ul><ul><li>Responsiveness of vendors </li></ul><ul><li>Internal measures of success </li></ul><ul><li>Central control </li></ul><ul><li>One size fits all </li></ul><ul><li>Ability to scale </li></ul><ul><li>Knowledge is power </li></ul><ul><li>Resistance to ownership </li></ul><ul><li>Establish ownership </li></ul><ul><ul><li>Right thing, right place </li></ul></ul><ul><li>Partner with commercial vendors </li></ul><ul><ul><li>Go where your audience is </li></ul></ul><ul><li>Shift focus to what citizen wants </li></ul><ul><ul><li>Life events ( à la UK Online) </li></ul></ul><ul><ul><li>Think pre-population / monthly process </li></ul></ul><ul><li>Spread knowledge where needed </li></ul><ul><ul><li>Internet access for all </li></ul></ul><ul><ul><li>Intranet content management </li></ul></ul>
  19. 19. Start afresh <ul><li>BMSD (what?) </li></ul><ul><ul><li>Merit badge </li></ul></ul><ul><ul><li>Rising seconded into technology </li></ul></ul><ul><ul><li>Develop the next generation citizen products </li></ul></ul><ul><ul><li>Incubate citizen-focused product ideas </li></ul></ul><ul><ul><ul><li>Stick to your own knitting for now: rebuild IR processes </li></ul></ul></ul><ul><ul><ul><li>Joined-up Government demands more effort and takes more time </li></ul></ul></ul>
  20. 20. Wrap-Up <ul><li>Internet is and will drive change </li></ul><ul><li>Focus will shift to what the citizen wants </li></ul><ul><ul><li>Chance to redesign the way you do business </li></ul></ul><ul><ul><li>Start with what you do in the Revenue </li></ul></ul><ul><ul><ul><li>Expand to include other departments (life </li></ul></ul></ul>