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Managing Service Demand
A Practical Guide to Help Revenue Bodies Better Meet Taxpayers' Service Expectations
OECD Publishing , Date de parution:  29 juil 2013
Pages: 64 , Langue: Anglais
Version: Livre électronique (Format PDF)
ISBN: 9789264200821 , Code OCDE: 232013171E1
Publication gratuite  
Disponibilité: Disponible
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Autres versions:  Livre - Broché

Titres connexes



This book provides guidance on a whole-of-revenue body approach for managing service demand effectively. It sets out a possible ‘model’ for governance arrangements based on leading revenue body practice – in this case the Australian Taxation Office—that has been examined and is supported by the FTA’s Taxpayer Services Sub-group. It also sets out practical steps in the form of a step-by-step framework to support revenue bodies in their efforts to better identify, analyse and address the causes of service demand.

The guide has been designed to support all revenue bodies, from those that are in the early stages of developing comprehensive service delivery programs to those with mature programs in place. While it focuses on the revenue body’s role in tax administration it acknowledges that some revenue bodies have a broader set of responsibilities, for example, in the administration of some social policies. This guide has not explored how such roles should integrate at a broader demand management level and revenue bodies will need to assess this issue, if relevant, having regard to their individual circumstances.

Tables des matières:

Executive summary
Chapter 1. Introduction

Chapter 2. Managing service demand
-The imperatives for effective management of service demand
-Related concepts for demand management
Chapter 3. Managing service demand across a revenue body
-Revenue bodies’ strategic framework
Chapter 4. A framework for managing demand
-Demand management framework
-Preparation phase
-Analysis phase
-Planning phase
-Implementation and evaluation phase
Chapter 5. Case studies
-Australian Taxation Office - Governance and use of a speech analytics tool (Verint)
-Japan National Tax Agency (NTA) - Response to the Great East Japan earthquake
-Ireland (Revenue) – eStamping Project
-New Zealand (NZ) Inland Revenue (IR) - Achieving channel shift
-Inland Revenue Authority of Singapore (IRAS) – Demand management strategies
-United Kingdom - Demand management in Her Majesty’s Revenue and Customs (HMRC)
Annex A.
-Figure A.1. Model of committee structure, Australian Taxation Office
-Table A.1. Stretegic Services Committee, Australian Taxation Office
-Table A.2. Operational Services Committee, Australian Taxation Office

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