what happens when a modern bureaucracy ventures on new paths?
DESCRIPTION
Talk given by Lene Krogh Jeppesen, Danish Ministry of Taxation on 16 April 2013 at "Digital Changes Everything" J. Boye conference hosted by WHO in the new UN-city in CopenhagenTRANSCRIPT
What happens when a modern bureaucracy ventures on new paths?
Lene Krogh Jeppesen Danish Ministry of Taxa?on
Being digital
Holstebro Customs Office 1979
Priori5zed channels
Skat.dk Phone E-‐tax
Skat.dk E-‐tax Mail Text
No touch
Re-‐use data
Goal & vision
Less priori5zed channels
Desk Mail LeKer
LeKer
Ci?zens & businesses communica?on with SKAT
SKAT’s communica?on with ci?zens & businesses
Efficiency/use of ressources
Digital communica?on strategy
Digital communica5on strategy
Moving from expensive to cheaper channels of communica5on
Channels
@
154 kr. 92 kr. 62 kr. 2 kr.
We’ve come a long way
80% of ci5zens are ”No touch”.
High levels of digitaliza5on among companies
Postage reduc5on 30 mio. kr. • From 110 mio. in 2007 to 78 mio. kr. in 2011
0%
20%
40%
60%
80%
100%
1987
1992
1997
2002
2007
2012
No Touch
TastSelv Borger
Papir
75
80
85
90
95
100
TastSelv Erhverv
Tax assessment no?ce
VAT
Use of different communica5on channels
0,9
1
1,1
1,2
2010 2011 2012
Telefon
TastSelv Borger Skat.dk
Skranke Personlig betjening
2012: Changing your preliminary income tax
Digitalized
Paying your taxes is…
Alienated
&
Reinterpret humanize
New rela?onship
Communica5on
Collabora5on Interac5on
New governmental role
Asking ques5ons
Inclusion Openness
We know best!
What do you think?
Use a new plaPorm
Bureaucracy vs.
party
Experts vs.
crowds
How can we improve?
Just relax?
Is that it?
New Public Management
Rela?ons
NPM: Plan & implement
Rela?ons: Plan & improvise
”Den poli5ske snak om 0-‐vækst og udgijstop flere år frem vil være et kæmpe 5lbageskridt for udviklingen af en effek5v offentlig sektor”
”The poli5cal discussions on zero-‐growth and expenditure restraint for years to come will be a huge step back in developing an efficient public sector”
New conversa?ons within the organiza?on
Authority: listening & learning
Authority at eye level
Courage
The road forward is built with…
&
desire
A Modern Humane Tax Authority