Statement of Intent 2008-11: Part three - Strategic overview
Target and tailor our activities through understanding our customers
We aim to target and tailor our services to meet our customers'
needs. This will help us to:
- provide more effective and efficient services that help people to meet their obligations, access their entitlements and increase the level of voluntary compliance
- better manage demand for our services
- reduce compliance costs over time.
To achieve these goals, we need a good understanding of our customers, which is central to the development of our service and compliance strategies. We are developing customer perspectives for large enterprises, small and medium enterprises, individuals, families and not for profit customer groups.
We have identified a number of common themes from our perspectives, including:
- providing certainty to our customers-answering their question "am I doing the right thing?"
- making it easy for our customers to comply with their obligations and access their entitlements.
Our approach is through integrating our customer perspectives into designing the most appropriate solutions. This gives us the opportunity to take innovative approaches to our service design.
We will be able to measure our progress in targeting and tailoring our activities through a range of methods that include regular customer satisfaction surveys and research into community perceptions of Inland Revenue. We report on our achievement relative to these measures in our annual reports.
Date published: 30 Jun 2008
Back to top