1. March 28 th, 2012eGovernment Successes Celebrating 10 Years of Revenue Online 1 Celebrating 10 Years of Revenue Online eGovernment Successes Conference Liam Ryan, CIO

2. March 28 th, 2012eGovernment Successes Celebrating 10 Years of Revenue Online 2 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

3. March 28 th, 2012eGovernment Successes Celebrating 10 Years of Revenue Online 3 One size may not fit all? Variety of channels: - Web - Web Services (3 rd Party) - Interactive Voice Response/Telephony - SMS - Desktop/Tax Calendar - Mobile App - Part electronic/paper - Paper

4. March 28 th, 2012eGovernment Successes Celebrating 10 Years of Revenue Online 4 2009 Deliverables VAT, Employers Withholding Tax, Employment Cessation Notice Income Tax Corporation Tax, Customer Information Services Euro change over, Additional VAT and Employers Tax forms Vehicle Registration Tax, Minor Tax Forms, AEP, Payment without return facility Relevant Contracts Tax, VAT on eServices, Transit,Gift & Inheritance Tax, Employer Tax Credits, (P2C’s) RCT C35, VIES & Intrastat CT Web Services, Betting Tax, NCT WebServices, CAP EU Saving Directive, US SEC’s Auto Archiving 2004200420052006200320022001 2000 PAYE Self-Services 2008 Time Deliverables Agent access to PAYE, P45(3) and P46, VAT 3 Offset, Amended RDI 2007 Secure File Transfer, Mandatory Filing programme 2010 e-Stamping, EU VAT, Air Travel Tax, e-Registration, Health Expenses Mobile app Our Development Philosophy Introduction of ROS Services 2 Start Small 3 Scale Fast 1 Think Big 2011/2012 IT/CT form prepopulation eRegistration Gift & Inheritance redesign RCT redesign VRT redesign Excise Integration iXBRL eManifests

5. March 28 th, 2012eGovernment Successes Celebrating 10 Years of Revenue Online 5 Critical Success Factors Senior Management Support Strategic Plan Committed Team Funding & Resources Marketing Campaign Customer Consultation Legislative Change Partners Don’t just automate what’s there! Business process redesign End-to-end view Clear benefits realisation plan Strong Governance Open Standards

6. March 28 th, 2012eGovernment Successes Celebrating 10 Years of Revenue Online 6 Partners Customs: local software houses primarily provide front-end. Vehicle Registration Tax: pre registration checks outsourced to third party. Exploit existing environment e.g. - Payroll companies - Accounting package add-ons - Established niche suppliers Or change the approach completely

7. March 28 th, 2012eGovernment Successes Celebrating 10 Years of Revenue Online 7 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 Marketing – external and internal

8. March 28 th, 2012eGovernment Successes Celebrating 10 Years of Revenue Online 8 Revenue eGovernment Agenda Free up resources Elimination of clerical error Better work Electronic records Electronic compliance Single source of information Reduced data entry Savings eGovernment Agenda Free up resources Elimination of clerical error Better work Electronic records Electronic compliance Single source of information Reduced data entry Savings Customers Instant acknowledgement No duplication Elimination of clerical error Secure 24 x 7 access Online calculations User friendly forms Environmentally friendly Prompt repayments Customer Information Service Instant acknowledgement No duplication Elimination of clerical error Secure 24 x 7 access Online calculations User friendly forms Environmentally friendly Prompt repayments Customer Information Service 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

9. March 28 th, 2012eGovernment Successes Celebrating 10 Years of Revenue Online 9 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

10. March 28 th, 2012eGovernment Successes Celebrating 10 Years of Revenue Online 10 Presentation Title Income Tax Returns

11. March 28 th, 2012eGovernment Successes Celebrating 10 Years of Revenue Online 11 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 Show me the money 2003 €6.1bn 2007 €21.8bn 2010 €32 bn Range of payment options Move to electronic only repayments FAQs, videos, online help Auto registration

12. March 28 th, 2012eGovernment Successes Celebrating 10 Years of Revenue Online 12 Formal surveys Feedback from representative bodies External beta testers, including accessibility Third party reviews e.g. PWC Looks at what people do online, the drop out points Ask the Audience ‘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 PAYE Admin Dashboard

13. March 28 th, 2012eGovernment Successes Celebrating 10 Years of Revenue Online 13 What if you build it – and they don’t turn up! Incentives Make alternatives less attractive over time Mandatory programme E-Filing v Total Filing in 2011

14. March 28 th, 2012eGovernment Successes Celebrating 10 Years of Revenue Online 14 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

15. March 28 th, 2012eGovernment Successes Celebrating 10 Years of Revenue Online 15 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

16. March 28 th, 2012eGovernment Successes Celebrating 10 Years of Revenue Online 16 Joined-up computing? Secure 24x7 service TIER IV Active-active Data centres ISO 27001 security BSI25999 business continuity Virtualisation Shared facilities Cloud and OSS

17. March 28 th, 2012eGovernment Successes Celebrating 10 Years of Revenue Online 17 How we compare Recent formal benchmark Informal global Revenue eGov comparison by leading SI

18. March 28 th, 2012eGovernment Successes Celebrating 10 Years of Revenue Online 18 - 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 Bricks in the online wall

19. March 28 th, 2012eGovernment Successes Celebrating 10 Years of Revenue Online 19 Thanks for your attention

20. March 28 th, 2012eGovernment Successes Celebrating 10 Years of Revenue Online 20 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.

21. March 28 th, 2012eGovernment Successes Celebrating 10 Years of Revenue Online 21 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. Appendix – Mandatory Exclusion

22. March 28 th, 2012eGovernment Successes Celebrating 10 Years of Revenue Online 22 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 3 rd 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 Appendix – 2000 vs Today