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Sean Cosgrove ROS Strategy Manager IDCs IT in Government Conference.

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Presentation on theme: "Sean Cosgrove ROS Strategy Manager IDCs IT in Government Conference."— Presentation transcript:

1 Sean Cosgrove ROS Strategy Manager IDCs IT in Government Conference

2 Agenda What is ROS? Revenue as ROS Driver Development Approach Challenges Critical Success Factors Benefits to Revenue & Customers Statistics ROS PAYE - Enabling Self-Service Whats next for ROS?

3 What is ROS? Online Transaction/ Inbox Details Ability to view transaction details using the Customer Information Service for many of the taxes Customer Inbox document created for each filed event Accessibility Accessible anywhere 24*7* Accessibility determined by ROSs Access Control System Online Payment/ Repayment facilities Ability to make payments/claim repayments online Payment options include ROS Debit Instruction (RDI), Laser & Online Banking Online & Offline Filing Over 20 different Taxes and duties now catered for Security Use of Public Key Infrastructure (PKI) All transaction accompanied by a Digital Signature

4 encourage electronic filing of returns and declarations and other electronic information exchange … keep pace with and lead developments to underpin the effectiveness of our customer service, accounting, audit and compliance programmes Revenue Statement of Strategy 1997 - 1999 Revenue Issues Bulk of Processing Paper Based Resource Intensive Provider of information to both customers and agents Paper mountain contributes to costs, delays and frustration One of the largest processors of Information in Ireland Revenue Strategy Revenue Statement of Strategy 2005 - 2007 Our approach to service delivery, especially for business customers, will be primarily electronic

5 Development Approach Introduction of ROS Services 2 3 Start Small 1 Scale Fast Pick a service/form and implement it Put new customer service process in place Focus on long term planning Pilot new capabilities if required Phased approach toward integration Educate the customers and advertise Continuously expand services, using lessons learned from prior implementations Leverage current technology infrastructure Identify areas of success and grow from them in areas of high impact Think Big Develop far reaching vision, what do customers want? Review current reality (Starting point) Evaluate all options and alliances Develop a strategic direction that will be organic in nature

6 Development Approach –By December 2005 – 50% of all business tax returns filed electronically –By December 2005 – 75% of all payments filed electronically –ROS will be the customers preferred method of conducting business –Place Revenue as part of the most effective Public Administration in Europe Introduction of ROS Services 3 Start Small 2 Scale Fast Think Big 1

7 Development Approach –Key decision was to focus on services to employers, accountants and self-employed people –Choose tax returns to be implemented based on High volume of returns Simple to develop Impact all employers –Develop a secure architecture framework and site from day one with scalable options Introduction of ROS Services 3 Think Big 2 Start Small 1 Scale Fast 3

8 Time Deliverables VAT, Employers Withholding Tax, Employment Cessation Notice Additional VAT and Employers Tax forms, Enhanced Customer Service Tax & Corporation Tax forms, Payment without return facility Euro Changeover, Certificate Renewal, Form updates Dual Signature Facility, Minor Tax forms Vehicle Registration Tax Relevant Contracts Tax Development Approach Vat on eSerrvices, Transit, Gift & Inheritance Tax Introduction of ROS Services Think Big 2 Start Small 3 Scale Fast 1 Tax Credit Certs, RCT35, VIES, Intrastat May 2004 NCTS Web Services, CAP CT Web Services, Betting Duty Dec 2004 Mar 2005 US SECs, Auto Archiving July 2005 EU Savings Directive Dec 2003 June 2003 April 2003 Nov 2002 May 2002 Dec 2001 Oct 2001 April 2001 Sept 2000

9 Security Legal 3rd Party Software Companies Training Change Management Provision of a secure and protected site Ensure adequate liaison Internal changes for Revenue Some challenges in establishing ROS as an electronic service….. Meet with legal obligations at the start and moving forward Knowing the needs of the end-user and provision of backup support Challenges Provision of a scalable technology solution Technology

10 Critical Success Factors Senior Management Support Strategic Plan Committed Team Funding & Resources Marketing Campaign Customer Consultation

11 Senior Management Support Strategic Plan Committed Team Funding & Resources Marketing Campaign Sept 2000 Business Team Corporate Commitment Procurement Process Completed Contracts Awarded to Accenture & Baltimore ROS Live 29 th September Vision Documented Critical Success Factors Sept 2000 Sept 1998 Nov 1998 March 1999 Dec 1999 Jan / April 2000 Business Team Corporate Commitment Customer Consultation

12 Revenue Accenture BaltimoreLanComms / RSA / RSA Online Form Design Expertise Online Form Design Expertise Interfaces Development Interfaces Development Operations for development and production environments Operations for development and production environments Dedicated Information/Help Desk Dedicated Information/Help Desk Website Security Website Security Certification Authority Certification Authority Application Architecture Application Architecture Technical Design Technical Design Website Development Website Development Ongoing Maintenance Ongoing Maintenance Critical Success Factors Senior Management Support Strategic Plan Committed Team Funding & Resources Marketing Campaign Customer Consultation

13 Senior Management Support Strategic Plan Committed Team Funding & Resources Marketing Campaign Critical Success Factors –Project Team The ROS team is led by a dedicated Strategy Manager who leads a team of enthusiastic and hand picked officers Additional resources are allocated when required for event driven dates –Public/Private Partnership Revenue secured partnerships with Accenture and Baltimore Technologies/ Lancomms for the provision of technical services –Adequate Funding Qualified for funding from the Information Society Fund provided centrally by the Government to encourage agencies to embrace the internet as a means of conducting business with Irish citizens and businesses Customer Consultation

14 Critical Success Factors –For the initial launch a Public Relations Consultancy firm was commissioned to assist Revenue launch, brand and advertise ROS as an innovative and ground-breaking service –Mobile Training Unit –Nationwide seminars to explain the role of ROS with new Revenue initiatives –Exhibitions at national events such as the Payroll Association conferences, Society of Irish Motor Industry events and Information Communication & Technology events –ROS Liaison Officers appointed in local tax offices to promote ROS and assist customers. Senior Management Support Strategic Plan Committed Team Funding & Resources Marketing Campaign Customer Consultation

15 Critical Success Factors Effective and ongoing consultation is a key component of successful implementation –Accounting/Professional/Representative Bodies –Tax Agents –Software Companies –Business Sectors –Customers Senior Management Support Strategic Plan Committed Team Funding & Resources Marketing Campaign

16 Benefits to … Revenue The business boundary has shifted by offering services on an electronic self-service basis Free up resources for more challenging work More rewarding and satisfying work Electronic Storage of data for electronic interrogation Electronic Compliance Programmes Single source of information Reduced data entry The business boundary has shifted by offering services on an electronic self-service basis Free up resources for more challenging work More rewarding and satisfying work Electronic Storage of data for electronic interrogation Electronic Compliance Programmes Single source of information Reduced data entry Customers Instant acknowledgement Effective & efficient use of time – no duplication Elimination of clerical error Secure 24 x 7 access Online calculation facility Simpler user friendly returns forms Environmentally Friendly Prompt Repayments Ability to look up a customers tax position online Instant acknowledgement Effective & efficient use of time – no duplication Elimination of clerical error Secure 24 x 7 access Online calculation facility Simpler user friendly returns forms Environmentally Friendly Prompt Repayments Ability to look up a customers tax position online Tax Districts Reduced Processing of forms Correspondence and phone calls Greater Accuracy of information submitted Built in calculator reduce queries 24 x 7 Service reduces customer contacts ROS Helpdesk to deal with queries Reduced Processing of forms Correspondence and phone calls Greater Accuracy of information submitted Built in calculator reduce queries 24 x 7 Service reduces customer contacts ROS Helpdesk to deal with queries

17 Key Statistics for 2005 Total filed: 1.56 million returns Over 205,000 Income Tax Forms filed (65%) 87% of new vehicle registrations 35% of employers payroll taxes paid 22% of VAT paid 12.1 billion in payments Over 27.5% of all taxes Customer Information Service Enquiries: 4.2 million Winner of eEurope Award for Impact

18 ROS Statistics 2005

19 ROS Payments 2005 2004 2005 % Increase Number of Payments 180213 290842 61.38% Value Added Tax2.2 billion 3.1 billion 40.90% Employers P304.7 billion 5.7 billion 21.27% Employers P3531.4 million 76.1 million 142.35% Income Tax97.2 million 1.5 billion 54.32% Corporation Tax454 million 922 million 103.08% PSWT F3072 million 242 million 236.11% Contractors C3040.6 million 90.7 million 123.39% Total Value of ROS Payments 8.3 billion 12.1 billion 45.78%

20 Returns 2004 v 2005 2004 2005 % Increase Value Added Tax VAT3136246 234288 71.95% Employers P30122099 211924 73.56% Employers P3521421 42201 97.00% Income Tax F11194544 248967 27.97% Corporation Tax30151 49992 65.81% Vehicle Registrations155049 194045 25.15% Contractors C3029427 67185 128.31% Contractors C351693 4603 171.49% Employers P45135916 187773 38.15% Total Number of ROS Returns 1075758 1561290 45.13% Number of CIS Transactions 2075916 4193269 102.00%

21 ROS Income Tax Returns

22 Graph of Return Filing

23 Enabling Self Service – ROS Introduction of Employee Electronic Services : –Register with Public Services Broker (REACH) –Authentication – safe and secure, including Self-Service PIN –View / Amend Personal Details –View/ Amend/ Claim Tax Credits including allocations of credits between spouses and employments –Employee can initiate a review of their tax liability for previous years –Receive repayments from Revenue direct to the employees bank account where employee has entered their bank account details –Information includes tracking of paper correspondence sent to Revenue and viewing of tax record –ROS Inbox, Help and Calculation facilities

24 Enabling Self Service – ROS ROS Lite PAYE Service: –Employee will enter their PPSN and your Self–Service PIN and the following tax credits can be claimed: Age credit Dependant Relative Credit Flat Rate Expenses Home Carer Tax Credit Medical Insurance Relief Rent Tax Credit Service Charges Relief Trade Union Subsciptions –Self Service PIN numbers will be issued by Revenue and sent by letter to all employees in time for the launch of the service –Change of address and correspondence tracking facility

25 eCitizen Commence provision of e-services for employees in 2006 What is next for ROS? Provide links to other Government Depts and Public Service Broker eGovernment Vehicle Registration Tax – 98% Customs – 95% Income Tax – 75% Corporation Tax – 85% Staff deployed to achieve a 30% increase in the number of staff engaged on compliance work, by end –2007 ROS Targets 2007

26 Contact Details ROS Information Desk: 1890 20 11 06 ROS Information Desk: 1890 20 11 06 eMail Address: roshelp@revenue.ie eMail Address: roshelp@revenue.ieroshelp@revenue.ie Revenue Website: www.revenue.ie Revenue Website: www.revenue.iewww.revenue.ie ROS Liaison Officers: www.ros.ie Help ROS Liaison Officers: www.ros.ie Helpwww.ros.ie Thank You


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