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Inland Revenue Department(MIS100 2010)

Inland Revenue Department(MIS100 2010)

2009 ranking: 14

Senior IS executive: Tim Occleshaw, deputy commissioner, information design and systems Reports to: Robert Russell, chief executive and commissioner of Inland Revenue

Size of IS shop: 446

PCs: 5149

Mobile PCs: 1520

Terminals: 1863

Hand-held devices: 892

Total screens: 9424

Industry: Government and defence

PC environment: Acer, Dell, Compaq, IBM, Apple, Windows, Linux

Server environment: Sun, Acer, Compaq, Dell, HP, IBM, Unisys Linux, Windows

DBMS: Oracle, Unisys, Progress

Address: 15 Manners St, Wellington

Website: www.ird.govt.nz

Key IS projects this year: eServices; student loans; standard business reporting; desktop refresh.

Inland Revenue (IRD) is undertaking a multi-year programme of business transformation. This will make voluntary compliance easier for customers, maintain the integrity of the tax system and move the department towards a world-class tax system that collects revenue efficiently and provides value for money for taxpayers. Business transformation will simplify and improve the way IRD and customers interact, while providing a range of technology options to meet increasing customer demand and future expectations.

The transformation changes include the modernisation and strengthening of the infrastructure to provide a more robust, flexible and future-proofed technology platform, and to change core processes to ensure accurate and automated data flows. Technology investment will allow most customers to self-manage their own tax affairs and social policy entitlements online. Most transactions will be performed electronically.

Currently, customers are able to request and confirm Personal Tax Summary details, register for Working for Families Tax Credits, update Child Support information and view account balances. Over the coming months, individual customers will have the ability to update their phone numbers, email addresses and bank account details in real time.

Enhancements to services for tax agents and intermediaries are delivering improvements to electronic channels providing them with additional functionality in managing the tax affairs of their clients.

A successful online consultation process last year confirmed student loan borrowers’ preference for electronic management and communications. Inland Revenue is also considering ways to improve the PAYE and Personal Tax Summary systems to significantly simplify the way in which employers, businesses and individuals interact with the department. Over time, the IRD will see its administrative systems move away from the largely paper-based systems operated in the past. These will be replaced by greater use of electronic technologies that better reflect the needs of customers for speed, efficiency and certainty.

The department will also invest in intelligence solutions that will provide real-time analysis and allow right-time interventions to more proactively manage compliance and Inland Revenue’s business operations.

The focus for 2010 includes a redesign of the current student loans system, an enterprise desktop platform upgrade from the current Novell platform to Microsoft, and developing electronic tools and self service options for our customers. These projects and others support the strategic direction for the IRD this year, which include targeting and tailoring of activities through better customer understanding and optimising organisational efficiency to reduce compliance costs.

ICT drivers with Inland Revenue include the progression of service management excellence and a particular focus on architectured renewal of the Inland Revenue systems environment in line with enterprise architecture.

The focus for 2010 includes a redesign of the current student loans system, an enterprise desktop platform upgrade from the current Novell platform to Microsoft, and developing electronic tools and self service options for customers. These projects and others support the strategic direction for the IRD this year, which include targeting and tailoring of activities through better customer understanding and optimising organisational efficiency to reduce compliance costs. ICT drivers with IRD include the progression of service management excellence and a particular focus on architectured renewal of the IRD systems environment in line with enterprise architecture.

Inland Revenue is continuing to build on ICT projects initiated last year, such as improved business intelligence systems and information management. Additional lines of business will be integrated to the enterprise case management system.

Contact centres have introduced virtual hold to give more choice to the five million callers who contact Inland Revenue every year, and will continue to leverage natural speech recognition capabilities.

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Tags managementMIS100mis100 2010

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