march 28 th, 2012egovernment successes celebrating 10 years of revenue online 1 celebrating 10 years...

March 28th, 2012 eGovernment SuccessesCelebrating 10 Years of Revenue Online

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Celebrating 10 Years of Revenue Online

eGovernment Successes Conference

Liam Ryan, CIO


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Revenue Online Services

Stick to a small number of product lines/brands

Make transactions an integral part of the web site

Continue to refresh applications, budgets permitting


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One size may not fit all?

Variety of channels:- Web- Web Services (3rd Party) - Interactive Voice Response/Telephony- SMS- Desktop/Tax Calendar- Mobile App- Part electronic/paper- Paper


42009

Del

ive

rab

les

VAT, Employers Withholding Tax, Employment Cessation Notice

Income Tax Corporation Tax, Customer Information Services Euro change over, Additional VAT and Employers Tax forms

Vehicle Registration Tax, Minor Tax Forms, AEP, Payment without return facility

Relevant Contracts Tax, VAT on eServices, Transit ,Gift & Inheritance Tax, Employer Tax Credits, (P2C’s) RCT C35, VIES & Intrastat

CT Web Services, Betting Tax, NCT WebServices, CAP

EU Saving Directive, US SEC’s Auto Archiving

2004 2005 20062003200220012000

PAYE Self-Services

2008Time

Del

ive

rab

les

Agent access to PAYE, P45(3) and P46, VAT 3 Offset, Amended RDI

2007

Secure File Transfer, Mandatory Filing programme

2010

e-Stamping, EU VAT, Air Travel Tax, e-Registration, Health Expenses Mobile app

Our Development PhilosophyIn

tro

du

ctio

n o

f R

OS

Ser

vice

s

2Start Small

3Scale Fast

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Think Big

2011/2012IT/CT form prepopulationeRegistrationGift & Inheritance redesignRCT redesignVRT redesignExcise IntegrationiXBRLeManifests


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Critical Success Factors

Senior Management SupportSenior Management Support

Strategic PlanStrategic Plan

Committed TeamCommitted Team

Funding & ResourcesFunding & Resources

Marketing CampaignMarketing Campaign

Customer ConsultationCustomer Consultation

Legislative ChangeLegislative Change PartnersPartners

Don’t just automate what’s there!

Business process redesign

End-to-end view

Clear benefitsrealisation

plan Strong GovernanceStrong Governance Open StandardsOpen Standards


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Partners

Customs: local software houses primarily provide front-end.

Vehicle Registration Tax: pre registration checks outsourced tothird party.

Exploit existingenvironment e.g.

- Payroll companies

- Accounting package add-ons

- Established niche suppliers

Or change the approach completely


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Consider external PR expertise (for launch)

Mobile training unit

Nationwide seminars

Link to broader business initiatives

Exhibitions at national & international events

Regional liaison officers

Properly staffed help desk

Help others market it indirectly

Marketing – external and internal


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RevenueRevenue eGovernment Agenda

Free up resources

Elimination of clerical error

Better work

Electronic records

Electronic compliance

Single source of information

Reduced data entry

Savings

eGovernment Agenda

Free up resources


Better work

Electronic records

Electronic compliance

Single source of information

Reduced data entry

Savings

CustomersCustomers Instant acknowledgement

No duplication


Secure 24 x 7 access

Online calculations

User friendly forms

Environmentally friendly

Prompt repayments

Customer Information Service

Instant acknowledgement

No duplication


Secure 24 x 7 access

Online calculations

User friendly forms

Environmentally friendly

Prompt repayments

Customer Information Service

What were we selling then?

Still as valid in 2012 as they were in the “Information Society” age.

New measures:

EU benchmarks,eGovernmentStrategy,Reform Delivery Plan

< Original Charts >


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Did it work - overall usage trend

The multiplier effect:- Agents- Tax Practitioners- Trade Groups- Representative bodies- Third party software providers- Specific customer segments/value- Other departments


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10Presentation Title

% of Timely Filed Form 11s filed through ROS

9%

40%

53%

65%70%

74%77%

80% 82%76%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

2002 2003 2004 2005 2006 2007 2008 2009 2010 2011

Income Tax Returns


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3.4 million Returns filed through ROS

415,442 Income Tax (Form 11) Returns

82% of 2010 Income Tax (Form 11) Returns

€32 billion in ROS payments

Customer Information Service enquiries: 7.3 million

Show me the money

2003 €6.1bn2007 €21.8bn2010 €32 bn

Range of payment options

Move to electronic only repayments

FAQs, videos, online help

Auto registration


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Formal surveys

Feedback from representative bodies

External beta testers, including accessibility

Third party reviews e.g. PWC

Looks at what people do online, the drop out points

Ask the Audience

‘Ireland is the easiest country in Europe to pay business taxes for five years running and the fifth easiest country in the world”www.pwc.com/ie/en/press-release/press-release-17-02-2012.jhtml

PAYE AdminDashboard

http://www.pwc.com/ie/en/press-release/press-release-17-02-2012.jhtml




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What if you build it – and they don’t turn up!

Incentives

Make alternatives less attractive over time

Mandatory programme

E-Filing v Total Filing in 2011


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Turn of the century challenges

Plus ça change?

- Software, hardware, networks better- Security issues worse but countermeasures- Legal framework established- Data protection principles- Working with software companies the norm- Online accepted way of doing business


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That was then, this is nowReal-time Analytics

New standardse.g. XBRL

Pervasive technology e.gsmartphones and apps

New payment methods

Internet trading

Revenue’s real-time risk framework


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Joined-up computing?

Secure 24x7 service

TIER IV

Active-activeData centres

ISO 27001 security

BSI25999 business continuity

Virtualisation

Shared facilities

Cloud and OSS


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How we compare

Recent formalbenchmark

Informalglobal Revenue eGov comparisonby leading SI


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- Small number of products/brands- Variety of channels- Good governance and methods- Scalable and secure technology- A philosophy of getting started quickly- Clarity on critical success factors- The importance of partners- Marketing externally and internally- Sound sales pitch and clear benefits- Exploiting the multiplier effect- Monitoring, measuring and reacting quickly- From incentives to mandatory- Asking the audience- International benchmarks- Government Computing Community- Continuous improvement

Bricks in the online wall


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Thanks for your attention


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Appendix – Mandatory Timeline

Phase 1- January 2009 DeliveredAll Large Cases Division taxpayers, all Government Departments.

Phase 2 - January 2010. DeliveredAll public bodies, all companies with turnover > €7.3m who employ more than 50 employees.

Phase 3A - June 2011. DeliveredAll companies, trusts, partnerships, high earner restriction cases. Taxpayers claiming property based incentives. Taxpayers with foreign life policies. Taxpayers with offshore funds or products.

Phase 3B - October 2011. DeliveredEmployers with 10 or more employees.

Phase 4 - June 2012. OngoingAll businesses registered for VAT. Individuals claiming one or more specified reliefs or allowances e.g retirement reliefs, income exemption claims, CGT reliefs, BIS expansion, film relief, share options.

Phase 5 - June 2013. PlannedAll non-VAT registered with turnover or gross receipts; > €75,000 if selling goods or > €37,500 if providing services. Persons filing Capital Acquisitions Tax returns.


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Exclusion criteriaThe Revenue Commissioners may, on application, exclude a taxpayer from their obligation to pay and file electronically if Revenue is satisfied that the taxpayer does not have the capacity to do so. In this context “capacity” means sufficient access to the Internet and, in the case of an individual, also means not prevented by reason of age, or mental or physical infirmity from filing or paying electronically. A taxpayer has a right to appeal a decision not to exclude them to the Appeal Commissioners.

Appendix – Mandatory Exclusion


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Technology· Internet technologies still relatively new: e.g. JSP only out in 1999, ROS live in 2000· Slow dial-up connections still the norm· Now: increased demand and higher expectations – better availability and scalabilitySecurity· Personal information available over the internet was a scary prospect· Implemented a secure channel with a high level of encryption· Used digital certificates even for login for extra secure authentication· Originally designed around an “air-gap” with only data for registered users on internet side· The first release includes access control features to allow work to be delegated within an organisations· Now: increased sophistication of attacks in a more connected environmentLegal· Digital signatures required as part of legislation, needed to be updated and aligned with EU legislation· Now: focus on data protection due to greater integration with other government departments and agencies3rd Party Software Companies· Engaged directly with interested vendors· Built features specifically for them to encourage “ROS compatibility”· Needed to be careful not to scare them off – some vendors saw ROS as competition· Now: a integral part of the ROS community with their own customers and expectationsTraining· Target audience was often new to the internet in general: tax accountants / partners who literally never used the internet· A new community of self-service filers· Now: Internet has general usage. Using YouTube videos to demonstrate new functionality to customersChange Management· Internal staff had to know about ROS – “play” sites and training programs· Now: new taxes launched on a combined ROS/ITS – even greater need for Revenue staff to be familiar with applications

Appendix – 2000 vs Today

march 28 th, 2012egovernment successes celebrating 10 years of revenue online 1 celebrating 10 years...

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