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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 l.jpg

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 l.jpg
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


Introduction l.jpg
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



Contact hierarchy l.jpg
Contact hierarchy

Low cost

High cost

Strategy:

move

contacts

up


Paye phones l.jpg
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)


Paye self service l.jpg
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


Mobile phone texting l.jpg
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


Self service channel preference jan 2005 sept 2006 l.jpg
Self-service channel preferenceJan 2005 - Sept 2006

6 %

34 %

60 %


Ic system l.jpg
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


Change management l.jpg
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


The future l.jpg
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?