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

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What happens when a modern bureaucracy ventures on new paths?

  1. 1. What  happens  when  a  modern  bureaucracy  ventures  on  new  paths?  Lene  Krogh  Jeppesen  Danish  Ministry  of  Taxa?on  
  2. 2. Being  digital  Holstebro    Customs    Office  1979  
  3. 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. 4. Digital  communica5on  strategy  Moving  from  expensive  to  cheaper  channels  of  communica5on  Channels    @  154  kr.   92  kr.   62  kr.   2  kr.  
  5. 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. 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. 7. 2012:  Changing  your  preliminary  income  tax  
  8. 8. Digitalized  Paying  your  taxes  is…  Alienated  
  9. 9.      &          Reinterpret    humanize  
  10. 10. New  rela?onship  Communica5on  Collabora5on  Interac5on  
  11. 11.    New  governmental  role  Asking  ques5ons  Inclusion  Openness  
  12. 12. We  know  best!  What  do  you  think?  
  13. 13. Use  a  new  plaPorm  
  14. 14. Bureaucracy    vs.    party  Experts    vs.    crowds  
  15. 15. How  can  we  improve?    
  16. 16. Just  relax?  Is  that  it?  
  17. 17. New  Public  Management  Rela?ons  
  18. 18. NPM:    Plan  &  implement  
  19. 19. Rela?ons:  Plan  &  improvise  
  20. 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. 21. New  conversa?ons  within    the  organiza?on  
  22. 22. Authority:  listening  &  learning  
  23. 23. Authority  at  eye  level  
  24. 24. Courage      The  road  forward  is  built  with…  &  desire  
  25. 25. A  Modern  Humane  Tax  Authority  

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