Improving taxpayer experience through agility.
Revenue agencies around the world face challenges at a macro and micro level. On the one hand, profit shifting and tax base erosion as a result of globalisation and digitisation present clear fiscal challenges, with an estimated $200 billion globally in revenue losses. Compliance and fraud continue to drive the need for new data-driven and predictive approaches. A rising wave of data is both a challenge to manage and an opportunity to significantly improve the outcomes agencies can achieve.
And at the other end of the spectrum, taxpayers want greater personalisation and digital interactions, delivering more holistic and convenient services built around taxpayer needs.
To respond to these diverse and often transformational drivers, agencies are engaging with a rising level and pace of organisational change, along with a growing need for new skills and competencies—particularly with regard to the adoption of technology.
For revenue agencies, customer expectations continue to shift. With a rising number of “gig economy” taxpayers, an expectation of commercial brand style service levels and a growing list of new, digital contact channels, revenue agencies must embrace agility to meet demands.
By rising to the challenge, not only will revenue agencies improve customer experience, they will also reduce errors and increase compliance.
Taxpayers want more personalized services.
Digital earners struggle with tax compliance.
Service design can increase compliance levels.
Today’s dynamic world continues to put increasing pressure on revenue agencies. Frequent budget reductions and resulting staffing issues have made doing more with less the new “norm.” The rapid pace of technology innovation, tidal wave of customer data, expanding partner ecosystems and continuously evolving security threats all compound revenue agency pressures.
Concurrently, customer expectations continue to rise, calling for service levels that are comparable to commercial brands. Customers want more personalised services and new channels such as chatbots and virtual assistants that are powered by a variety of artificial intelligence technologies.
Paying taxes will never be seen as an experience on equal footing with most other experiences in people’s lives. But, agencies can proactively transform customer engagement and experience to reduce stress, anxiety and confusion and deliver a greater sense of satisfaction than today.
Agencies must make two important steps to transform customer engagement into a strategic asset: redefine its vision and evolve capabilities.
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