Statement of Intent - 2004 - Part 2

Performance objectives Output Class 3 - Information Services - pages 65-66

OUTPUT CLASS 3 - Information Services

Description
This output class involves:

• providing information to taxpayers on the application of the tax laws
• responding to enquiries from taxpayers and social support programme clients (excluding child support-see output class 7)
• providing proactive assistance to the public and tax agents.

Output 3.1 Information services

Description
This output involves responding to public enquiries on tax and social support programme matters through correspondence, telephone, personal appointments, official information requests and the Complaints Management Service.

Quantity
In the year ended 30 June 2005 we will action between 7.1 and 7.8 million (7.0 and 7.7 million) specific customer contacts.

Quality
In all cases we aim to give taxpayers an answer that is correct, complete, clear, timely and appropriately referenced. The answer should also show an understanding of the business environment. This year we aim to improve our performance in this area by 1% from our 30 June 2004 result.

At least 87% of taxpayers and other customers who have contacted us are satisfied with the quality of the service we provide.

85% of all calls will be fully resolved at the time, requiring no follow-up action.

By maintaining close contact with our customers, we will ensure that more than 70% of family assistance recipients, who receive a fortnightly payment, are not overpaid.

We will ensure that at least 90% of resident student loan borrowers meet their total repayment obligation by the due date.

We will provide a proactive information service which will result in fewer than 475,000 (445,000) new debt cases arising in the year ending 30 June 2005.

Timeliness
Issue a substantive response, or action a reassessment for:

• 85% of correspondence within 3 weeks
• 100% of correspondence within 6 weeks

of receipt by Inland Revenue.

80% of

• tax agents' telephone enquiries
• employers' telephone enquiries
• GST telephone enquiries (from 1 January 2005)
• returns and debt collection telephone enquiries

will be answered within 20 seconds.

50% of all other calls1 will be answered within 60 seconds, except on days when the total number of calls exceeds 17,500. For the days when total calls exceed 17,500:

• the average speed-to-answer will be less than, or up to 5 minutes, and
• callers will be advised of the potential delay and offered alternative services.

Through our customer service programmes, we will ensure that at least 49% of taxpayers will file their returns on time.

Output 3.2 Advisory services

Description
This output involves providing proactive advice to the public and tax agents on tax and social support programmes through advisory visits, temporary tax offices and education visits and seminars.

Quantity
In the year ended 30 June 2005, we will complete between 96,000 and 111,000 hours (105,000 and 116,000 hours) of advisory services.

Quality
At least 97% of customers are satisfied with the quality of advisory services we provide.

Cost
During 2004-05, this output class will be provided within the appropriated sum of $118,252,000 (GST-inclusive).

During 2004-05, the costs of outputs (GST-exclusive) to be supplied within this class are:

Other pages in: Statement of Intent - 2004 - Part 2

• Statement of responsibility - page 47
• Statement of accounting policies - pages 48-50
• Statement of Forecast Financial Performance - page 51
• Statement of Forecast Movements in Equity - page 52
• Statement of Forecast Financial Position - page 53
• Statement of Forecast Cash Flows - page 54
• Statement of Forecast Commitments - page 55
• Details of Forecast Fixed Assets by Category - page 56
• Summary of Forecast Financial Information - Page 57
• Summary of Departmental Output Classes - page 58
• Reconciliation of Statement of Intent to 2004 - 2005 Estimates - page 59
• Performance objectives Output Class 1 - Policy Advice - pages 60-62
• Performance objectives Output Class 2 - Adjudication and Rulings -
  pages 63-64
• Performance objectives Output Class 4 - Revenue Assessment and Collection - pages 67-68
• Performance objectives Output Class 5 Managment of Debt and Outstanding Returns - pages 69-70
• Performance objectives Output Class 6 - Taxpayer Audit - pages 71-72
• Performance objectives Output Class 7 - Assessment and Collection of Child Support - pages 73-75
• Performance objectives Output Class 8 - Collection of ACC Levies - page 76

Date published: 16 Nov 2004

Back to top