eGovernment Successes Conference
Celebrating
10 Years of
Revenue
Online
Liam Ryan, CIO
March 28th, 2012
eGovernment Successes
Celebrating 10 Years of Revenue Online
1
Revenue Online Services
Stick to a small
number of product
lines/brands
Make transactions an
integral part of the
web site
Continue to refresh
applications, budgets
permitting
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eGovernment Successes
Celebrating 10 Years of Revenue Online
2
One size may not fit all?
Variety of channels:
- Web
- Web Services (3rd Party)
- Interactive Voice
Response/Telephony
- SMS
- Desktop/Tax Calendar
- Mobile App
- Part electronic/paper
- Paper
March 28th, 2012
eGovernment Successes
Celebrating 10 Years of Revenue Online
3
Our Development Philosophy
Introduction of ROS Services
2011/2012
Think
Big
1
Scale
Fast
3
2
IT/CT form prepopulation
eRegistration
Gift & Inheritance redesign
RCT redesign
VRT redesign
Excise Integration
iXBRL
eManifests
Start
Small
e-Stamping, EU VAT,
Air Travel Tax, e-Registration,
Health Expenses Mobile app
Secure File Transfer,
Mandatory Filing programme
Agent access to PAYE, P45(3) and P46,
VAT 3 Offset, Amended RDI
PAYE Self-Services
Deliverables
EU Saving Directive, US SEC’s Auto Archiving
CT Web Services, Betting Tax, NCT WebServices, CAP
Relevant Contracts Tax, VAT on eServices, Transit ,Gift & Inheritance Tax,
Employer Tax Credits, (P2C’s) RCT C35, VIES & Intrastat
Vehicle Registration Tax, Minor Tax Forms, AEP, Payment without return facility
Income Tax Corporation Tax, Customer Information Services Euro change over,
Additional VAT and Employers Tax forms
VAT, Employers Withholding Tax, Employment Cessation Notice
2000
2001
March
28th,
2002
2012
2003
2004
2005
2006
2007
eGovernment Successes
Time
Celebrating 10 Years of Revenue Online
2008
2009
2010
4
Critical Success Factors
Don’t just
automate what’s
there!
Business
process
redesign
Senior Management Support
Funding & Resources
Strategic Plan
Marketing Campaign
Committed Team
Customer Consultation
Legislative Change
Partners
Strong Governance
Open Standards
End-to-end view
Clear benefits
realisation
plan
March 28th, 2012
eGovernment Successes
Celebrating 10 Years of Revenue Online
5
Partners
Exploit existing
environment e.g.
Customs: local software houses primarily provide front-end.
- Payroll companies
- Accounting
package add-ons
- Established niche
suppliers
Or change the
approach completely
March 28th, 2012
Vehicle Registration Tax: pre
registration checks outsourced to
third party.
eGovernment Successes
Celebrating 10 Years of Revenue Online
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Marketing – external and internal
Consider external PR expertise (for launch)
Mobile training unit
Nationwide seminars
Link to broader business initiatives
Exhibitions at national & international events
Regional liaison officers
Properly staffed help desk
Help others market it indirectly
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eGovernment Successes
Celebrating 10 Years of Revenue Online
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What were we selling then?
Still as valid in
2012 as they
were in the
“Information
Society” age.
New measures:
EU benchmarks,
eGovernment
Strategy,
Reform Delivery
Plan
Customers
Revenue

eGovernment Agenda

Instant acknowledgement

Free up resources

No duplication

Elimination of clerical error

Elimination of clerical error

Better work

Secure 24 x 7 access

Electronic records

Online calculations

Electronic compliance

User friendly forms

Single source of information

Environmentally friendly

Reduced data entry

Prompt repayments

Savings

Customer Information Service
< Original Charts >
March 28th, 2012
eGovernment Successes
Celebrating 10 Years of Revenue Online
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Did it work - overall usage trend
The multiplier effect:
- Agents
- Tax Practitioners
- Trade Groups
- Representative
bodies
- Third party
software providers
- Specific customer
segments/value
- Other departments
March 28th, 2012
eGovernment Successes
Celebrating 10 Years of Revenue Online
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Income Tax Returns
% of Timely Filed Form 11s filed through ROS
100%
90%
80%
70%
70%
74%
76%
77%
2007
2008
2009
80%
82%
2010
2011
65%
60%
53%
50%
40%
40%
30%
20%
10%
9%
0%
2002
March 28th, 2012
Presentation Title
2003
2004
2005
2006
eGovernment Successes
Celebrating 10 Years of Revenue Online
10
10
Show me the money
Range of
payment
options
Move to
electronic
only
repayments
FAQs, videos,
online help

3.4 million Returns filed through ROS

415,442 Income Tax (Form 11) Returns

82% of 2010 Income Tax (Form 11) Returns

€32 billion in ROS payments

Customer Information Service
enquiries: 7.3 million
2003 €6.1bn
2007 €21.8bn
2010 €32 bn
Auto
registration
March 28th, 2012
eGovernment Successes
Celebrating 10 Years of Revenue Online
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Ask the Audience
Formal surveys
Feedback from
representative bodies
External beta testers,
including accessibility
Third party reviews
e.g. PWC
‘Ireland is the easiest country in Europe to pay business taxes for five years running
and the fifth easiest country in the world”
www.pwc.com/ie/en/press-release/press-release-17-02-2012.jhtml
Looks at what people
do online, the drop out
points
PAYE Admin
Dashboard
March 28th, 2012
eGovernment Successes
Celebrating 10 Years of Revenue Online
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What if you build it – and
they don’t turn up!
Incentives
Make alternatives
less attractive over
time
E-Filing v Total Filing in 2011
Mandatory
programme
March 28th, 2012
eGovernment Successes
Celebrating 10 Years of Revenue Online
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Turn of the century challenges
Plus ça change?
- Software, hardware,
networks better
- Security issues worse
but countermeasures
- Legal framework
established
- Data protection
principles
- Working with software
companies the norm
- Online accepted way
of doing business
March 28th, 2012
eGovernment Successes
Celebrating 10 Years of Revenue Online
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That was then, this is now
Real-time Analytics
New standards
e.g. XBRL
Pervasive
technology e.g
smartphones and
apps
New payment
methods
Internet trading
Revenue’s real-time risk framework
March 28th, 2012
eGovernment Successes
Celebrating 10 Years of Revenue Online
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Joined-up computing?
Secure 24x7 service
TIER IV
Active-active
Data centres
ISO 27001 security
BSI25999 business
continuity
Virtualisation
Shared facilities
Cloud and OSS
March 28th, 2012
eGovernment Successes
Celebrating 10 Years of Revenue Online
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How we compare
Recent formal
benchmark
Informal
global Revenue
eGov comparison
by leading SI
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eGovernment Successes
Celebrating 10 Years of Revenue Online
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Bricks in the online wall
- Small number of products/brands
- Variety of channels
- Good governance and methods
- Scalable and secure technology
- A philosophy of getting started quickly
- Clarity on critical success factors
- The importance of partners
- Marketing externally and internally
- Sound sales pitch and clear benefits
- Exploiting the multiplier effect
- Monitoring, measuring and reacting quickly
- From incentives to mandatory
- Asking the audience
- International benchmarks
- Government Computing Community
- Continuous improvement
March 28th, 2012
eGovernment Successes
Celebrating 10 Years of Revenue Online
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Thanks for your attention
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eGovernment Successes
Celebrating 10 Years of Revenue Online
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Appendix – Mandatory Timeline
Phase 1- January 2009 Delivered
All Large Cases Division taxpayers, all Government Departments.
Phase 2 - January 2010. Delivered
All public bodies, all companies with turnover > €7.3m who employ more than 50 employees.
Phase 3A - June 2011. Delivered
All companies, trusts, partnerships, high earner restriction cases. Taxpayers claiming property
based incentives. Taxpayers with foreign life policies. Taxpayers with offshore funds or products.
Phase 3B - October 2011. Delivered
Employers with 10 or more employees.
Phase 4 - June 2012. Ongoing
All businesses registered for VAT. Individuals claiming one or more specified reliefs or allowances
e.g retirement reliefs, income exemption claims, CGT reliefs, BIS expansion, film relief, share
options.
Phase 5 - June 2013. Planned
All non-VAT registered with turnover or gross receipts; > €75,000 if selling goods or > €37,500 if
providing services. Persons filing Capital Acquisitions Tax returns.
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eGovernment Successes
Celebrating 10 Years of Revenue Online
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Appendix – Mandatory Exclusion
Exclusion criteria
The Revenue Commissioners may, on application, exclude a taxpayer
from their obligation to pay and file electronically if Revenue is satisfied
that the taxpayer does not have the capacity to do so. In this context
“capacity” means sufficient access to the Internet and, in the case of an
individual, also means not prevented by reason of age, or mental or
physical infirmity from filing or paying electronically. A taxpayer has a right
to appeal a decision not to exclude them to the Appeal Commissioners.
March 28th, 2012
eGovernment Successes
Celebrating 10 Years of Revenue Online
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Appendix – 2000 vs Today
Technology
·
Internet technologies still relatively new: e.g. JSP only out in 1999, ROS live in 2000
·
Slow dial-up connections still the norm
·
Now: increased demand and higher expectations – better availability and scalability
Security
·
Personal information available over the internet was a scary prospect
·
Implemented a secure channel with a high level of encryption
·
Used digital certificates even for login for extra secure authentication
·
Originally designed around an “air-gap” with only data for registered users on internet side
·
The first release includes access control features to allow work to be delegated within an organisations
·
Now: increased sophistication of attacks in a more connected environment
Legal
·
Digital signatures required as part of legislation, needed to be updated and aligned with EU legislation
·
Now: focus on data protection due to greater integration with other government departments and agencies
rd
3 Party Software Companies
·
Engaged directly with interested vendors
·
Built features specifically for them to encourage “ROS compatibility”
·
Needed to be careful not to scare them off – some vendors saw ROS as competition
·
Now: a integral part of the ROS community with their own customers and expectations
Training
·
Target audience was often new to the internet in general: tax accountants / partners who literally never used the internet
·
A new community of self-service filers
·
Now: Internet has general usage. Using YouTube videos to demonstrate new functionality to customers
Change Management
·
Internal staff had to know about ROS – “play” sites and training programs
·
Now: new taxes launched on a combined ROS/ITS – even greater need for Revenue staff to be familiar with applications
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eGovernment Successes
Celebrating 10 Years of Revenue Online
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