Statement of Intent - 2004 - Part 1
Strengthening our customer focus - page 21
Our business plan The Way Forward, sets out our strategic direction.
Figure 13
Our strategic direction
- streamline and simplify tax processes
- create an environment which promotes compliance
- enhance our people capability
- enhance the administration of our social policy business
We have greatly improved the way we operate since developing our strategic direction in 2001. These improvements have, and are being, achieved through a range of strategies and initiatives. The challenge for the next few years is to accelerate the rate of these improvements to ensure we increase compliance.
We need to better align our initiatives, focus on target setting and ensure appropriate resource allocation. One of the ways we are ensuring compliance is by developing a set of operational strategies and supporting initiatives to move us further forward. These operational strategies are based on communities of taxpayers and social support programme customers and how they think about their interactions with us. Initially, the strategies are based around six customer groups (see Figure 14).
The strategies will provide a more focused way for us to think about our customers and how their needs influence our priorities within our functional areas, and across the organisation as a whole. In this way they help us strengthen the links from our desired future and outcomes to our day-to-day activities.
These strategies are at an early developmental stage and are scheduled to be finalised during 2004. For each customer group, we are looking at:
- where we are now, and where taxpayers and customers want us to be, including what outcomes do we want to achieve for these groups. To do this we need to listen to each group about their view about how we should interact with them
- what strategies are required to get there
- what actions and initiatives are needed
- how we measure our success.
Other pages in: Statement of Intent - 2004 - Part 1
- What we strive to achieve - pages 10-11
- What we strive to achieve - pages 12-13
- What we strive to achieve - pages 13-14
- Choosing the right activities to achieve our outcomes - page 15
- Choosing the right activities to achieve our outcomes - pages 15-16
- Choosing the right activities to achieve our outcomes - page 17
- Choosing the right activities to achieve our outcomes -page 18-19
- Policy and legislation - page 19
- Inland Revenue's Charter - page 20
- Strengthening our customer focus - page 22
- Strengthening our customer focus - page 23
- Strengthening our customer focus - pages 24-26
- Strengthening our customer focus - pages 26-27
- Strengthening our customer focus - pages 27-28
- Enhancing our services - pages 29-30
- Enhancing our services - pages 31-32
- Enhancing our services - pages 32-33
- Ensuring we have the right capability - pages 34-35
- Ensuring we have the right capability - pages 36-37
- Ensuring we have the right capability - pages 37-39
- Ensuring we have the right capability - pages 39-40
- Mitigating risk by strengthening governance - pages 41-42
- Measuring and evaluating our performance - pages 43-44
Date published: 16 Nov 2004
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