taxpayers

1
New Zealand Tax

• Need (IRD Call Centre Project)
• Develop a more efficient, effective department
  through
• provision of online services to businesses
• a customer-focused, compliance improvement
  approach
• Approach
• Integrated customer relationship management, call
  center, IVR
• Impact
• "We treat people who deal with us as valued
  customers."
• Able to train call center staff in 2 weeks
• 100 ability to file business taxes on line

http//www.ird.govt.nz/

• (taxpayers)
• individuals
• businesses

2

• Government's Transformation

• Moving information / services to the Web
• Enhancing and expanding access and usability
• Re-engineering processes around the customer
• Becoming a knowledge provider for customers and
  employees

Wave
Wave
Wave
Wave
3
US Department of Commerce - BuyUSA

• Need
• Stimulate economic development by assisting US
  SMBs to compete and grow in the global economy
• Approach
• Innovative e-marketplace linking US businesses
  with buyers and partners around the world
• IBM pServers, DB2 UDB, WebSphere Commerce Suite,
  hosting
• Impact
• Reduced time and cost to find opportunities and
  local partners
• Allow foreign companies to view US catalogs and
  background company information

• http//www.buyusa.com

4
UK Government Knowledge Network

• Need
• Bring senior levels of government into close and
  swift communication on policy and issues
• Approach
• Factual and briefing information
• Preparation of answers to Ministers'
• questions
• Impact
• 250,000 uses per week
• Improved coordination of different
• communications channels
• Enhanced ability to respond to
• "quickfire" changes and questions
• in a united fashion

http//www.kablenet.com/
5
Naestved, Denmark, Community Portal

• Need
• Facilitate drive local business growth
• Aid population in ability to retrain
• Approach
• City community portal, common case management,
  e-learning and e-commerce infrastructure
• Impact
• Extensive citizen access -- 58 "connected" via
  high-speed network
• One stop shop for all citizen services
• Business Development Council support
• EU funding and awards
• Stopped Growth of unemployment
• Promoted local economic growth

http//www.naeskom.dk/