NEW ZEALAND

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• NEW ZEALAND
• INLAND REVENUE
• The Future Systems Processes

Uma Mukherjee Strategic IT and e-Business Manager
September 2005
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New Zealand
Population 4,035,461 Population growth
rate1.02
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Inland Revenues Business

• Taxes
• Income Tax, GST, PAYE, FBT, Withholding
• Duties
• Stamp, Gift, Totalisator (Gambling), Income
  Equalisation
• Social Policy
• Student Loans, Child Support, Paid Parental
  Leave, Family Assistance

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Inland Revenues Statistics

• Total Tax Revenue Collected (Net) NZ
  39b
• Total Employees 5,000
• Number of sites
  29

Inland Revenues Statistics (per annum)

• 77M items of output issued
• 4.8M telephone contacts
• 1.8M IVR contacts
• 1.6M items of inbound correspondence
• 176,000 personal appointments
• 933,000 Child Support contacts

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Positioning for Future 2004/05

• Our e-enablement journey 2002-2005
• Establishment of an Enterprise Architecture Team
  (ETA) team and ETA framework
• First steps towards Digitisation
• Infrastructure improvements

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Our online presence todayFrom 2002 to 2005 IR
has delivered its goals successfully and is in a
good position to move forward
Inland Revenue
IR has made many services available on-line
and achieved the objectives of the 2002
e-enablement strategy. IR recognised as best
practice by New Zealand Public Sector (eg
SSC/EGU, and e-Govt watch) IR received
recognition from the New Zealand private sector
(eg Netguide magazine and Computer excellence
award nomination for eGST). International
response to our newly released website has been
positive and we are regarded as leading the way
in website development. Other agencies are
approaching us for guidance (eg SARS and ATO)
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(No Transcript)
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Page views to www.ird.govt.nz
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Enterprise Architecture Framework describes the
role of ETA and provides linkages between
Strategy and Delivery
Corporate Strategy
Strategy
Enterprise Wide focus
ETA
Enterprise Architecture
Governance
Business Architecture
Enterprise Technology Architecture
Business Processes
Business Events
Information Model
Roles / Locations
Business Capabilities
Business Model
Business Scenarios
Industry Models
Applications Architecture
Data Architecture
Planning
Infrastructure Architecture
Project focus
Programme Office
Delivery
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A Framework for Re-use
Unique Business Unit Infrastructure
Business Project (eg. Workflow, Business Rules,
Work Force Management)
Unique Business Unit Infrastructure
Project Capability
Unique Business Unit Infrastructure
Shared Enterprise Components
ETA Focus
Enterprise Capability
Common Enterprise Components
Infrastructure Project (eg. Virtualisation, B2B)
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Imaging our Returns
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Our Future digitisation intent
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Future

• Predicting the future
• It is tough to make predictions especially about
  the future
• Not everyone gets it right
• There is no reason that anyone would want a
  computer in their home.
• Ken Olsen, President, Chair Founder, Digital,
  1977
• It will be years not in my time before a
  woman will become Prime Minister.
• Margaret Thatcher, 1974
• Guitar music is on the way out.
• Decca Recording on rejecting the Beatles, 1962

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Looking towards our forward journey

• E-business journey
• Our enterprise Archive
• Case management Deployment
• Telecommunications Infrastructure

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Government has recognised the potential of e to
improve the lives of New Zealanders
Inland Revenue
NZ Governments goal for 2010 is that government
will have been transformed through the use of the
internet IR is a major player in government.
Internationally, revenue authorities continue to
play a significant role by leading the way to a
transformed government
Inland Revenue e-Enablement Strategy 2005
In Confidence
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IR is currently at the transactional level on the
E-Government curve. The next step is to transform
Time/Complexity
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Moving from good to great requires a
transformation of our business
Inland Revenue

2002-2005
Transformation 2005 onwards
Partners
Customer experience
IR
Seamless process
Government Agencies
E-enablement of service interface to IR
Re-definition of the service from beginning to end
Inland Revenue e-Enablement Strategy 2005
In Confidence
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Enterprise Archive

• Enterprise Archive will enable us
• Improved capability to answer a wider range of
  taxpayer enquiries immediately because all prior
  correspondence will be available online
• Reduction in the need to access original
  documents from the physical paper archive leading
  to cost reductions
• Reduction of records management costs in the
  Processing Centres
• Faster turnaround on activities that currently
  require paper to be retrieved from paper records
  storage
• Enabler for Process Management including Case
  Management and Workflow
• Enabler for providing taxpayers with online
  access to a wider range of their records with
  IRD.

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Case Management

• The overall objective of the case management
  project is to implement an integrated a case
  management system that
• Involves a packaged solution and will allow a
  case to flow through the organisation at the
  process level
• Provides a basic framework that defines processes
  for managing cases including use of resources,
  timeframes, escalation paths and alerts
• Acts as a central repository for case histories
  and resource activities to provide the
  organisation with centralised monitoring and
  reporting capabilities of not only taxpayer and
  customer related transactions but also of process
  efficiency and effectiveness.
• Provides the framework for the organisation to
  better manage and automate enterprise case
  related activities and processes.

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In conclusion

• We are committed to the
• Goals of e-Government in NZ - To meet these goals
  Inland Revenue must transform its business
• Automation of systems and processes E.g.
  Imaging, Archiving, Case Management
• Futureproofing out technology infrastructure

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Joel Barker - Futurist

• "You can and should shape your own future
  because if you don't someone else surely will.