Inland Revenue Senior Management Conference - February 2000
20
1 The Inland Revenue The Inland Revenue Inside and Outside A Perspective on the Internet
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Transcript of Inland Revenue Senior Management Conference - February 2000
1
The Inland RevenueThe Inland Revenue
Inside and Outside
A Perspective on the Internet
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Where are we now?Where are we now?
Internet– Fad or fundamental?– What are you using it for?
Government– Immune, interested or involved?– Is it “What’s all the fuss?”– If the latter, how involved should the
Government be?
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Real MagicReal Magic
Internet Usage At Home
0
20
40
60
80
J an-98 J an-99 J an-00 J an-01 J an-02 J an-03
% t
akeu
p
USA
Europe
Source: Fortune magazine
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More...More...
Internet Usage At Work
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5
10
15
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25
30
35
40
45
J an-98 J an-99 J an-00 J an-01 J an-02 J an-03
USA
Europe
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Faster growthFaster growth
Cellphone Penetration
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10
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30
40
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J an-98 J an-99 J an-00 J an-01 J an-02 J an-03
USA
Europe
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Perhaps the real focus...Perhaps the real focus...
Internet Users With Online Banking
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5
10
15
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25
30
J an-98 J an-99 J an-00 J an-01 J an-02 J an-03
USA
Europe
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UK StatsUK Stats
15MM regular (adult) internet users– Salary is 2x national average
4 million digital televisions– 10 million by 2003 (forecasts, forecasts!)
45% cell-phone penetration– Next generation access tool?
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Some stats so farSome stats so far
Self Assessment by Internet– 50,000 registered users– Internal forecast for 300,000 returns this year
PAYE– Set to launch around year end– 6,000,000 forms targeted
VAT– 2,000 current users (pilot stage)– 1,000,000 returns by year end 2001
MAFF– 10,000 CAP scheme applications
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What’s The Real Goal?What’s The Real Goal?
Hide complexity of internal processes– Be citizen-focused, not form focused– Cut steps in processes
Publish internal and external documents on the web
– Encourage citizen to take care of herself (self-help)– Engineer visible process change by stealth
UK will be “best place for electronic business”– Citizen will not accept that Government services are anything less
than the very best
50% by 2002, 100% by 2005
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Old World vs. New WorldOld World vs. New World
CentralMailingService
TaxForm Citizen
Records
Tax Office
Archive
FixErrorsMail
Tax Office
Tax Systems
RiskProfile
Citizen
TaxForm
Internet
PC Records
Tax Systems
Archive
RiskProfile
Internet
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Are Internet Savings Real?Are Internet Savings Real?
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0.2
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0.6
0.8
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1.2
Banking
Branch
Phone
ATM
Internet
No infrastructure costs Reduced errors Greater customer self-help Faster customer service
Typical Transaction Costs
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What Shapes Your What Shapes Your Customer’s Thinking?Customer’s Thinking?
Customer
Experiencewith other (retail)
sites
Previous experience with
GovernmentPrevious
experience with IR
New IR websiteexperience
Fru
stra
tion
Fru
stra
tion
Fru
stra
tion
Fru
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tion
Fru
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Fru
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Fru
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Fru
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MediaSpin
Amazon
Yahoo Dell
SAOther (good) government
websites
HMCE
NegativePress Just One
Chance
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What Are Your Staff What Are Your Staff Thinking?Thinking?
What happens if we replace the “customer” in the previous slide
with “staff”?
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Self Assessment ExperiencesSelf Assessment Experiences
50,000 registered users– Support questions - E-mail:telephone 5:1
Usage peaks in the evening (tax at 1am!)– Our back end (old world) technology is not used to that
– Users don’t read the help Try it, if it doesn’t work, try it again, then e-mail So design has to be good first time round Government is not good at user interface work
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Self Assessment Experiences (2)Self Assessment Experiences (2)
Mistakes are public– If it doesn’t work, it’s visible to everyone (fast!)– If you miss a deadline, it will be obvious (fast!)
The last thing you want people to know is the first thing they find out
– But, on the whole, so far the citizen-base is forgiving
But when these become critical service, that will change (as the on-line brokers found out)
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How did we work?How did we work?
Decisions taken in minutes or hours– Uncertainty increases with pace of change – Operating with less than perfect data
Partners need more support– Required skill set in short supply– Struggling with same issues as you
Commercial vendors stepping in– They have the expertise
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Old versus NewOld versus New
New DimensionsCitizen focusLife event focusImminent deadlinesCitizen satisfactionDistributed controlInfinite varietyDemandOpen disclosureMake decisions, move on
Limiting FactorsBack end complexityForm focusResponsiveness of vendorsInternal measures of successCentral controlOne size fits allAbility to scaleKnowledge is powerResistance to ownership
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Overcoming LimitationsOvercoming Limitations
Limiting Factors
Back end complexity
Form focus
Responsiveness of vendors
Internal measures of success
Central control
One size fits all
Ability to scale
Knowledge is power
Resistance to ownership
Establish ownership– Right thing, right place
Partner with commercial vendors– Go where your audience is
Shift focus to what citizen wants– Life events (à la UK Online)– Think pre-population / monthly process
Spread knowledge where needed– Internet access for all– Intranet content management
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Start afreshStart afresh
BMSD (what?)– Merit badge– Rising seconded into technology– Develop the next generation citizen products– Incubate citizen-focused product ideas
Stick to your own knitting for now: rebuild IR processes
Joined-up Government demands more effort and takes more time
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Wrap-UpWrap-Up
Internet is and will drive changeFocus will shift to what the citizen wants
– Chance to redesign the way you do business– Start with what you do in the Revenue
Expand to include other departments (life
