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Customer service developments in the Irish Revenue

Customer service developments in the Irish Revenue. OECD Taxpayer Services Sub-Group meeting Istanbul 11-13 October 2006 Declan Rigney Owen Jacob. PAYE system in Ireland. 2.2m taxpayers out of 4m population Net receipts 2005 - €8.6 billion (20%) Most labour intensive tax to administer

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Customer service developments in the Irish Revenue

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  1. Customer service developments in the Irish Revenue OECD Taxpayer Services Sub-Group meeting Istanbul 11-13 October 2006 Declan Rigney Owen Jacob

  2. PAYE system in Ireland • 2.2m taxpayers out of 4m population • Net receipts 2005 - €8.6 billion (20%) • Most labour intensive tax to administer • Cumulative PAYE/ no end-year annual return from PAYE customers • Tax deducted at source from employees • Employers key players • Employees can make claims during year • End of year claims

  3. Introduction • Problems with PAYE • Phone service • Correspondence • Vision • Minimise contacts • Maximise self-service • Make it as easy as possible • Channel choice: web, phone, SMS texting

  4. Contact channel volumes- all taxes

  5. Contact hierarchy Low cost High cost Strategy: move contacts up

  6. PAYE phones • Technology: VoIP • Call treatment • Voice recognition capture of Tax Identification Number • Self service 24/7 (touchtone) • Call queuing • Messages for FAQs (e.g. time to wait) • Call routing • Screen pop (main systems integration)

  7. PAYE self-service • Full PAYE self-service facilities via web • Simple low risk contacts using phone & SMS texting • Request forms & leaflets • Make low risk tax credit changes • Change address • Track status of correspondence

  8. Mobile phone texting Step 1 Step 2 Step 3 Step 4 Your claim for refuse charges tax credit is being processed. Claims may be subject to verification. Thank you for using Revenue’s SMS service. credit 1234567A 654321 bin 200 51829 After further validation Revenue automatically updates PAYE database Customer sends text to Revenue number 51829 Customer enters required claim – here he’s claiming €200 refuse charges After initial validation, Revenue replies

  9. Self-service channel preferenceJan 2005 - Sept 2006 6 % 34 % 60 %

  10. iC system • No paper • Instant on-screen retrieval of post • “Screen pop” of caller’s post • Less internal calls as post visible on any PC • Automatic statistics • More streamlined processing • Integrates all contact channels (post, email, SMS text & phone) • Enables self-service correspondence tracking

  11. Change management • Small core team responsible • Empowered from the top • 2 from business & 2 from ICT • Open & trusting working relationship • Top ICT talent • One leader – led from the front • No red tape • ‘Can do’ attitude • Pushed changes in the business areas

  12. The future… • Technology is an enabler • Extend self-service & iC to other taxes & duties • Single Revenue phone number using voice recognition call routing? • Contact centres?

  13. Thank you

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