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Statement of Intent - 2004 - Part 1

Enhancing our services - pages 29-30

Our new customer-based strategies will work in tandem with the strategies and initiatives that are improving the general services that we deliver to taxpayers and social support programme customers. This combination will give us a clearer view of how we will achieve outcomes and ensure compliance with obligations.

Providing information and online services

Getting the right information to the right people at the right time is critical to achieving compliance. Our key mechanisms for doing this are:

  • responding to calls, correspondence, emails, and to people who visit any of our offices
  • distributing information through our website to business and community groups, and directly to taxpayers and social support programme customers
  • making visits, including going to businesses, accountants, and social policy groups, to assist with meeting obligations and receiving entitlements (previously covered under Working with the community).

In addition, our communications strategy aims to enhance the community's understanding of Inland Revenue and our role in the community.

Our current areas of focus for enhancing our provision of information include:

Enhancing our services to customers

We are enhancing our understanding of customer expectations, and how we influence their behaviour. By understanding the motivations and drivers of customer contact, we can better manage those contacts that are regarded both by customers and the organisation as unnecessary.

We also need to be responsive to customer demands by ensuring:

  • we seek and listen to customer feedback on our products and services so that we meet customer expectations
  • we have the flexibility to respond to customer pressures, such as the peak calling periods within our call centres
  • we develop an appropriate strategy for meeting the needs of people with English as a second language
  • we develop a long-term sustained ability to offer a more tailored and wider range of services to customers; in many cases these services are, or will be, available online.

Enhancing our technology and online services

Our e-enablement initiatives have been designed to provide alternative methods of communicating with us as well as aligning our electronic service delivery with the government's e-government strategy. We want to enable taxpayers and social support programme clients to interact with us whenever they wish, as well as making it easy for them to receive information and meet their obligations.

To meet these aims, we already have a range of electronic filing products and secure email services that we are continuing to enhance. For example:

  • We are looking at how people access information when they are online so we can ensure we provide our information to customers in an easy to understand and intuitive manner.
  • We are providing additional features to our secure email correspondence service.
  • Our e-payments service, where banks offer customers the option to make their tax payments online, has now been introduced by all the major banks.

We are also providing new services to assist customers to comply. For example:

  • We are progressively making available a secure account lookup service that enables customers to securely access their taxation and other account details online.
  • We have introduced a natural voice recognition option to our automated phone service so callers do not have to key in numbers on their telephone, and are exploring new opportunities for self-service that would not have been possible using traditional automated phone services.

Providing improved coaching for our people

We need to provide regular, high quality feedback to assist our people to deliver the best service to our customers. This feedback is supported throughout Inland Revenue in a number of ways including, 360 o feedback for managers and team leaders, performance expectations and appraisals.

We also need to look at tailoring this feedback for specific groups. For example, in our call centres we are enhancing our measurement of the quality of our call responses so we can provide better feedback to our people and an improved service to our callers.

Receiving returns and payments

Our revenue collection activities are carried out at our three processing centres. The processing centres manage large volumes of returns, payments and correspondence. New technologies provide the opportunity for us to streamline our existing systems and introduce additional means of interaction with taxpayers and social support programme clients.

Our imaging project is one such example. The introduction of imaging technology will enable us to electronically process and retrieve many of our paper-based returns, correspondence, statements and notices. This technology will lead to increased efficiency, improved archiving and retrieval, and better response times for customer enquiries.

This financial year we forecast to assess $39.614 billion in direct and indirect taxation. Figure 15 shows the forecast revenue by major revenue streams.

Figure 15 -

Inland Revenue - revenue forecast

Click on the image below to see the full size:
Inland Revenue - revenue forecast

Grey outline box with round corners.
Other pages in: Statement of Intent - 2004 - Part 1
Grey outline box with round corners.

 

 

 


Date published: 16 Nov 2004

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