Connecting Government and

Citizens for Tax Transformation

different digitalefficient

connectedtransparentmodern

What could tomorrow’s Tax Office look like?

cost-effective high-techstandardized

transformed

well organized

revenue-earning

Demand for customer

centricity: pull to push shift

Need for reduction of

tax gap (financial)

Wish to increase

compliance

Tax as an instrument

of government policy

More with less (reduction

of paper and handing)

Changing use of

social media

Increasing focus on

cost efficiency

Increasing need to be

attractive to business

Many more possibilities to handle

process “as a service”

Social

Trends

Political

Trends

Economic

Trends

Environmental

Trends

Technological

Trends

Tax

Service

Delivery

How do we increase complianceand reduce the tax gap?

How do we increase organizational effectiveness and efficiency?

How do we transform

into a customer-centric

organization with increased

service levels?

How do we make the best use

of the ever-expanding

technological possibilities?

Routine tasks

Specialist tasks

Routine tasksLargely sourced and handled from the Cloud “as a service”

Registry

Assessment, fraud

management,

bespoke solutions

Tax Collection

Registry

Assessment, fraud

management,

bespoke solutions

Tax Collection

As a

Service

As a

Managed

Service

From “doing everything”... ...to “being focused, efficient and better”

A well-organized plan for transformation

Modern

Tax Office

ImplementingDetailingStrategy

Bu

sin

ess

Tran

sfo

rmat

ion

Ap

plic

atio

n

Tran

sfo

rmat

ion

Infostructure

Transformation

Enabling

Infrastructure

Governance &

Organizational Impact

Align main business

challenges – define

high level functional

& organizational

requirements

Organization design,

roadmap & customer

service transformation

Dynamic, agile, service

oriented Lean business model

Specialist SaaS

Application

Small Apps on PaaS

SaaS for routine/

commodity requirements

Complex development

on PaaS

Hybrid Business

Services

Hybrid &

virtual platformsSelf-Service

Permeable

applications

Formal

Governance

& control

change Re-

skilling of

staff

Flexible IT, burst

capacity & cloud

hosting

Enhancing Self-

Service

capabilitiesCloud & Ecosystem

Management Skills

Service Management

ChangeVirtualization of data-

centers & capacity

on demand for internal

IT needsPervasive

Internet Access

& bandwidthDefine governance &

training needs; anticipate

on role changes

THANK YOUGeorge LovePractice Lead, Revenue and Labor+1 480 370 6472