Sean CosgroveROS Strategy ManagerIDC’s IT in Government Conference
AgendaAgenda
What is ROS?
Revenue as ROS Driver
Development Approach
Challenges
Critical Success Factors
Benefits to Revenue & Customers
Statistics
ROS PAYE - Enabling Self-Service
What’s next for ROS?
What is ROSWhat 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 ROS’s 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 FilingOver 20 different Taxes and duties now catered for
Security Use of Public Key Infrastructure (PKI) All transaction accompanied by a Digital Signature
“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 Revenue Statement of Strategyof Strategy1997 - 19991997 - 1999
Revenue Revenue IssuesIssues
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 Revenue StrategyStrategy
Revenue Statement of Revenue Statement of Strategy 200Strategy 20055 - 200 - 20077
“Our approach to service delivery, especially for business customers, will be primarily electronic”
Development Development ApproachApproach
Intr
od
uct
ion
of
RO
S S
ervi
ces
2
3
Start SmallStart Small
1
Scale FastScale 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 BigThink 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
Development Development ApproachApproach
– By December 2005 – 50% of all business tax returns filed electronically
– By December 2005 – 75% of all payments filed electronically
– ROS will be the customer’s preferred method of conducting business
– Place Revenue as part of the most effective Public Administration in Europe
Intr
od
uct
ion
of
RO
S S
ervi
ces
3
Start Small
2
Scale Fast
Think Big1
Development Development ApproachApproach
– 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
Intr
od
uct
ion
of
RO
S S
ervi
ces
3
Think Big
2Start Small
1
Scale Fast
3
Time
Del
ive
rab
les
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 Development ApproachApproach
Vat on eSerrvices, Transit, Gift & Inheritance Tax
Intr
od
uct
ion
of
RO
S S
ervi
ces Think Big
2
Start Small
3Scale Fast
1
Tax Credit Certs, RCT35, VIES, Intrastat
May2004
NCTS Web Services, CAP
CT Web Services, Betting Duty
Dec2004
Mar2005
US SEC’s, Auto Archiving
July2005
EU Savings Directive
Dec2003
June2003
April2003
Nov2002
May2002
Dec2001
Oct2001
April2001
Sept2000
SecuritySecurity
LegalLegal
3rd Party Software Companies
3rd Party Software Companies
TrainingTraining
Change ManagementChange 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
ChallengesChallenges
Provision of a scalable technology solutionTechnologyTechnology
Critical Success FactorsCritical Success Factors
Senior Management SupportSenior Management Support
Strategic PlanStrategic Plan
Committed TeamCommitted Team
Funding & ResourcesFunding & Resources
Marketing CampaignMarketing Campaign
Customer ConsultationCustomer Consultation
Senior Management Support
Senior Management Support
Strategic PlanStrategic Plan
Committed TeamCommitted Team
Funding & ResourcesFunding & Resources
Marketing CampaignMarketing Campaign
Sept
2000
Business Team
Corporate Commitment
Procurement Process Completed
Contracts Awarded to Accenture &
BaltimoreROS Live 29th
September
Vision Documented
Critical Success FactorsCritical Success Factors
Sept
2000
Sept 1998
Nov 1998
March1999
Dec 1999
Jan / April 2000
Business Team
Corporate Commitment
Customer ConsultationCustomer
Consultation
RevenueRevenue
AccentureAccenture
BaltimoreBaltimore LanCommsLanComms
/ RSA/ RSA
Online Form Online Form Design ExpertiseDesign Expertise
Interfaces Interfaces DevelopmentDevelopment
Operations for Operations for development and development and production production environmentsenvironments
Dedicated Dedicated Information/Help Information/Help DeskDesk
Website SecurityWebsite Security
Certification AuthorityCertification Authority
Application Application ArchitectureArchitecture
Technical Technical DesignDesign
Website Website DevelopmentDevelopment
Ongoing Ongoing MaintenanceMaintenance
Critical Success FactorsCritical Success Factors
Senior Management Support
Senior Management Support
Strategic PlanStrategic Plan
Committed TeamCommitted Team
Funding & ResourcesFunding & Resources
Marketing CampaignMarketing Campaign
Customer ConsultationCustomer
Consultation
Senior Management Support
Senior Management Support
Strategic PlanStrategic Plan
Committed TeamCommitted Team
Funding & ResourcesFunding & Resources
Marketing CampaignMarketing Campaign
Critical Success FactorsCritical 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 ConsultationCustomer
Consultation
Critical Success FactorsCritical 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
Senior Management Support
Strategic PlanStrategic Plan
Committed TeamCommitted Team
Funding & ResourcesFunding & Resources
Marketing CampaignMarketing Campaign
Customer ConsultationCustomer
Consultation
Customer ConsultationCustomer
Consultation
Critical Success FactorsCritical 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
Senior Management Support
Strategic PlanStrategic Plan
Committed TeamCommitted Team
Funding & ResourcesFunding & Resources
Marketing CampaignMarketing Campaign
Benefits to …Benefits to …
RevenueRevenue 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
CustomersCustomers 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 customer’s 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 customer’s tax position online
Tax DistrictsTax 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
Key Statistics for 2005Key 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’
ROS Statistics 2005ROS Statistics 2005
ROS Returns v Total Returns 2005
87%
65%
42%
23% 19%13%
0%10%20%30%40%50%60%70%80%90%
100%
VRT Reg 2004Form11
CT1 P35 VAT3 P30
ROS Payments 2005ROS Payments 2005
2004
2005 % Increase
Number of Payments 180213 290842 61.38%
€ €
Value Added Tax 2.2 billion 3.1 billion 40.90%
Employers P30 4.7 billion 5.7 billion 21.27%
Employers P35 31.4 million 76.1 million 142.35%
Income Tax 97.2 million 1.5 billion 54.32%
Corporation Tax 454 million 922 million 103.08%
PSWT F30 72 million 242 million 236.11%
Contractors C30 40.6 million 90.7 million 123.39%
Total Value of ROS Payments 8.3 billion 12.1 billion 45.78%
Returns Returns 2004 v 20052004 v 2005
2004 2005 % Increase
Value Added Tax VAT3 136246 234288 71.95%
Employers P30 122099 211924 73.56%
Employers P35 21421 42201 97.00%
Income Tax F11 194544 248967 27.97%
Corporation Tax 30151 49992 65.81%
Vehicle Registrations 155049 194045 25.15%
Contractors C30 29427 67185 128.31%
Contractors C35 1693 4603 171.49%
Employers P45 135916 187773 38.15%
Total Number of ROS Returns 1075758 1561290 45.13%
Number of CIS Transactions 2075916 4193269 102.00%
Timely Form 11 Filing
9%
40%
53%
65%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
2002 2003 2004 2005
ROS Income Tax ROS Income Tax ReturnsReturns
Graph of Return FilingGraph of Return Filing
Total ROS Returns (By Month)
0
50000
100000
150000
200000
250000
Jan
Feb
Mar
Apr
May
Jun
Jul
Aug
Sep
Oct
Nov
Dec
Jan
Feb
Mar
Apr
May
Jun
Jul
Aug
Sep
Oct
Nov
Dec
Jan
Feb
Mar
Apr
May
Jun
July
Aug
Sep
Oct
Nov
Dec
Jan
Feb
Mar
Apr
May
Jun
July
Aug
Sept
Oct
Nov
Dec
Jan
Feb
Mar
Apr
May
Jun
Jul
Aug
Sep
Oct
Nov
Dec
Jan
2001 2002 2003 2004 2005 2006
Month
Vo
lum
e o
f R
etu
rns
Enabling Self Service – Enabling Self Service – ROS 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
Enabling Self Service – Enabling Self Service – ROS 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
eCitizeneCitizen Commence provision of e-services for employees in 2006
WhatWhat is next is next for ROS for ROS??
Provide links to other Government Depts and Public Service BrokereGovernmenteGovernment
• 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 2007ROS Targets 2007
Contact DetailsContact Details
ROS Information Desk: 1890 20 11 06ROS Information Desk: 1890 20 11 06
eMail Address:eMail Address: [email protected]
Revenue Website:Revenue Website: www.revenue.ie
ROS Liaison Officers: ROS Liaison Officers: www.ros.ie Help Help
Thank You