Sean Cosgrove ROS Strategy Manager IDC’s IT in Government Conference

1. Sean Cosgrove ROS Strategy Manager IDC’s IT in Government Conference

2. Agenda • What is ROS? • Revenue as ROS Driver • Development Approach • Challenges • Critical Success Factors • Benefits to Revenue & Customers • Statistics • ROS PAYE - Enabling Self-Service • What’s next for ROS?

3. Online Payment/ Repayment facilities • Ability to make payments/claim repayments online • Payment options include ROS Debit Instruction (RDI), Laser & Online Banking • Online Transaction/ Inbox Details • Ability to view transaction details using the Customer Information Service for many of the taxes • Customer Inbox document created for each filed event • Accessibility • Accessible anywhere 24*7* • Accessibility determined by ROS’s Access Control System • Security • Use of Public Key Infrastructure (PKI) • All transaction accompanied by a Digital Signature What is ROS? Online & Offline Filing Over 20 different Taxes and duties now catered for

4. Revenue Strategy • Bulk of Processing Paper Based • Resource Intensive • Provider of information to both customers and agents • Paper mountain contributes to costs, delays and frustration • One of the largest processors of Information in Ireland Revenue Issues “encourage electronic filing of returns and declarations and other electronic information exchange … keep pace with and lead developments to underpin the effectiveness of our customer service, accounting, audit and compliance programmes” Revenue Statement of Strategy1997 - 1999 “Our approach to service delivery, especially for business customers, will be primarily electronic” Revenue Statement of Strategy 2005 - 2007

5. Development Approach • Develop far reaching vision, what do customers want? • Review current reality (Starting point) • Evaluate all options and alliances • Develop a strategic direction that will be organic in nature Think Big 1 • Phased approach toward integration • Educate the customers and advertise • Continuously expand services, using lessons learned from prior implementations • Leverage current technology infrastructure • Identify areas of success and grow from them in areas of high impact Introduction of ROS Services Scale Fast 3 • Pick a service/form and implement it • Put new customer service process in place • Focus on long term planning • Pilot new capabilities if required Start Small 2

6. Development Approach • By December 2005 – 50% of all business tax returns filed electronically • By December 2005 – 75% of all payments filed electronically • ROS will be the customer’s preferred method of conducting business • Place Revenue as part of the most effective Public Administration in Europe Think Big 1 Introduction of ROS Services Scale Fast 3 Start Small 2

7. Development Approach • Key decision was to focus on services to employers, accountants and self-employed people • Choose tax returns to be implemented based on • High volume of returns • Simple to develop • Impact all employers • Develop a secure architecture framework and site from day one with scalable options Think Big 1 Introduction of ROS Services Scale Fast 3 3 Start Small 2

8. Tax Credit Certs,RCT35, VIES, Intrastat Time Development Approach Think Big EU Savings Directive 1 US SEC’s, Auto Archiving Introduction of ROS Services CT Web Services, Betting Duty Scale Fast NCTS Web Services, CAP 3 Start Small Vat on eSerrvices, Transit, Gift & Inheritance Tax 2 Relevant Contracts Tax Deliverables Vehicle Registration Tax Dual Signature Facility, Minor Tax forms Euro Changeover, Certificate Renewal, Form updates Tax & Corporation Tax forms, Payment without return facility Additional VAT and Employers Tax forms, Enhanced Customer Service VAT, Employers Withholding Tax, Employment Cessation Notice Sept 2000 April 2001 Oct 2001 Dec 2001 May 2002 Nov 2002 April 2003 June 2003 Dec 2003 May 2004 Dec 2004 Mar 2005 July 2005

9. Challenges Some challenges in establishing ROS as an electronic service….. Technology • Provision of a scalable technology solution • Provision of a secure and protected site Security Legal • Meet with legal obligations at the start and moving forward 3rd Party Software Companies • Ensure adequate liaison • Knowing the needs of the end-user and provision of backup support Training Change Management • Internal changes for Revenue

10. Critical Success Factors Senior Management Support Funding & Resources Strategic Plan Marketing Campaign Committed Team Customer Consultation

11. Critical Success Factors Senior Management Support Strategic Plan Jan / April 2000 Sept 2000 Sept 2000 Sept 1998 Nov 1998 March1999 Dec 1999 Committed Team Funding & Resources Business Team Business Team Vision Documented Corporate Commitment Corporate Commitment Marketing Campaign Procurement Process Completed Contracts Awarded to Accenture & Baltimore Customer Consultation ROS Live 29th September

12. Critical Success Factors • Online Form Design Expertise • Interfaces Development • Operations for development and production environments • Dedicated Information/Help Desk Senior Management Support Strategic Plan Revenue Committed Team Accenture Baltimore LanComms / RSA Funding & Resources • Application Architecture • Technical Design • Website Development • Ongoing Maintenance Marketing Campaign • Website Security • Certification Authority Customer Consultation

13. Critical Success Factors Senior Management Support • Project Team • The ‘ROS team’ is led by a dedicated Strategy Manager who leads a team of enthusiastic and hand picked officers • Additional resources are allocated when required for event driven dates • Public/Private Partnership • Revenue secured partnerships with Accenture and Baltimore Technologies/ Lancomms for the provision of technical services • Adequate Funding • Qualified for funding from the Information Society Fund provided centrally by the Government to encourage agencies to embrace the internet as a means of conducting business with Irish citizens and businesses Strategic Plan Committed Team Funding & Resources Marketing Campaign Customer Consultation

14. Critical Success Factors Senior Management Support • For the initial launch a Public Relations Consultancy firm was commissioned to assist Revenue launch, brand and advertise ROS as an innovative and ground-breaking service • Mobile Training Unit • Nationwide seminars to explain the role of ROS with new Revenue initiatives • Exhibitions at national events such as the Payroll Association conferences, Society of Irish Motor Industry events and Information Communication & Technology events • ROS Liaison Officers appointed in local tax offices to promote ROS and assist customers. Strategic Plan Committed Team Funding & Resources Marketing Campaign Customer Consultation

15. Critical Success Factors Senior Management Support • Effective and ongoing consultation is a key component of successful implementation • Accounting/Professional/Representative Bodies • Tax Agents • Software Companies • Business Sectors • Customers Strategic Plan Committed Team Funding & Resources Marketing Campaign Customer Consultation

16. Benefits to … Revenue Customers Tax Districts • The business boundary has shifted by offering services on an electronic self-service basis • Free up resources for more challenging work • More rewarding and satisfying work • Electronic Storage of data for electronic interrogation • Electronic Compliance Programmes • Single source of information • Reduced data entry • Instant acknowledgement • Effective & efficient use of time – no duplication • Elimination of clerical error • Secure 24x 7 access • Online calculation facility • Simpler user friendly returns forms • Environmentally Friendly • Prompt Repayments • Ability to look up a customer’s tax position online • Reduced Processing of forms • Correspondence and phone calls • Greater Accuracy of information submitted • Built in calculator reduce queries • 24 x 7 Service reduces customer contacts • ROS Helpdesk to deal with queries

17. Key Statistics for 2005 Total filed: 1.56 million returns Over 205,000Income Tax Forms filed (65%) 87% of new vehicle registrations 35% of employers payroll taxes paid 22% of VAT paid €12.1 billion in payments Over 27.5% of all taxes Customer Information Service Enquiries: 4.2 million Winner of eEurope Award for ‘Impact’

18. ROS Statistics 2005

19. 2004 2005 % Increase Number of Payments 180213 290842 61.38% € € Value Added Tax 2.2 billion 3.1 billion 40.90% Employers P30 4.7 billion 5.7 billion 21.27% Employers P35 31.4 million 76.1 million 142.35% Income Tax 97.2 million 1.5billion 54.32% Corporation Tax 454 million 922 million 103.08% PSWT F30 72 million 242 million 236.11% Contractors C30 40.6 million 90.7 million 123.39% Total Value of ROS Payments 8.3 billion 12.1 billion 45.78% ROS Payments 2005

20. 2004 2005 % Increase Value Added Tax VAT3 136246 234288 71.95% Employers P30 122099 211924 73.56% Employers P35 21421 42201 97.00% Income Tax F11 194544 248967 27.97% Corporation Tax 30151 49992 65.81% Vehicle Registrations 155049 194045 25.15% Contractors C30 29427 67185 128.31% Contractors C35 1693 4603 171.49% Employers P45 135916 187773 38.15% Total Number of ROS Returns 1075758 1561290 45.13% Number of CIS Transactions 2075916 4193269 102.00% Returns 2004 v 2005

21. ROS Income Tax Returns

22. Graph of Return Filing

23. Enabling Self Service – ROS • Introduction of Employee Electronic Services: • Register with Public Services Broker (REACH) • Authentication – safe and secure, including Self-Service PIN • View / Amend Personal Details • View/ Amend/ Claim Tax Credits including allocations of credits between spouses and employments • Employee can initiate a review of their tax liability for previous years • Receive repayments from Revenue direct to the employees bank account where employee has entered their bank account details • Information includes tracking of paper correspondence sent to Revenue and viewing of tax record • ROS Inbox, Help and Calculation facilities

24. Enabling Self Service – ROS • ROS Lite PAYE Service: • Employee will enter their PPSN and your Self–Service PIN and the following tax credits can be claimed: • Age credit • Dependant Relative Credit • Flat Rate Expenses • Home Carer Tax Credit • Medical Insurance Relief • Rent Tax Credit • Service Charges Relief • Trade Union Subsciptions • Self Service PIN numbers will be issued by Revenue and sent by letter to all employees in time for the launch of the service • Change of address and correspondence tracking facility

25. What is next for ROS? eCitizen Commence provision of e-services for employees in 2006 eGovernment Provide links to other Government Depts and Public Service Broker ROS Targets 2007 • Vehicle Registration Tax – 98% • Customs – 95% • Income Tax – 75% • Corporation Tax – 85% • “Staff deployed to achieve a 30% increase in the number of staff engaged on compliance work, by end –2007”

26. Contact Details Thank You • ROS Information Desk: 1890 20 11 06 • eMail Address: roshelp@revenue.ie • Revenue Website: www.revenue.ie • ROS Liaison Officers: www.ros.ie Help