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
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 launched on April 4 th Process problems open to outside world for first time The lessons learnt from this plus outside world gives a chance to learn
What’s your view A fad? Is it over and gone – do we need to make any changes? How many of you answer your own email? We are the Government after all – why do we need to do anything more or less than before
What ever you are looking at Growth is coming Cellphone usage fastest in Europe versus US (nothing that you don’t read in the Sunday Times every week) Online banking (perhaps the natural users of internet taxation services is fairly minimal) - how does this jibe with what you see in the newspapers (cahoot launches and 2 million users try and access the site so it crashes. Rate tarts that’s all)
For now this is your target market 40% of the population can use the internet and do regularly And these are the richer ones Let’s forget cellphones as the next interface you have to worry about. SA100 on a PC is a hard enough problem to solve, let’s not even think about how you’d do that on a 1 inch screen
This is where we’ve made it to so far There’s a big thing coming called the government gateway that will provide the way in for all these transactions. I could talk about this for weeks but I won’t. For now it’s not relevant What’s important is that take up is happening. And this will be the cream of the market to start with 50,000 is nothing, 300,000 is still nothing. What happens when it is 1,000,000? How does that affect your business model? How many people does that free up? Isn’t that what you’re worried about – how do you manage that scale of change?
So if we’re talking about what the impact of the internet is, maybe we should look at what a real goal might look like. The Government process is complicated and based around complicated forms. There’s not a form for when I came to live in the UK after years abroad and said “ I want to start a business.” You end up talking to lots of people for hours at a time spread across all different departments – and my tax office depends on where I live, not on where I work or where I spend most of my free time (Paris). And then there’s TB’s published goals of 50 and 100. I’ve been wondering whether 100% of services online with no-one using them counts as success. Maybe there is some scope for negotiation there? How about 50% of SA tax payers online counts as 2 points instead of just one?
An illustration rather than detailed analysis Of course you expect the internet process to be shorter – every consultant tells you what I want to highlight a couple of boxes. The mail boxes and the error box. Let’s take errors first – they go away for the most part because the software fixes them. Do you have a unit that counts data input errors and tries to find ways to reduce them? Well, that will be all gone soon. Then mail. One of the biggest changes that comes with the ‘net process as we have it now is that we get rid of fire and forget and move to “Thank you, we have it and we’ll take care of it”. How long before the customer is going to want to know right away how much they owe?