Sean Cosgrove ROS Strategy Manager IDC’s IT in Government Conference

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


– 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


– 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


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






Sept

2000

Business Team

Corporate Commitment

Procurement Process Completed

Contracts Awarded to Accenture &

BaltimoreROS Live 29th

September

Vision Documented


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









Consultation








– 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


Consultation


– 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.








Consultation


Consultation


Effective and ongoing consultation is a key component of successful implementation

– Accounting/Professional/Representative Bodies

– Tax Agents

– Software Companies

– Business Sectors

– Customers







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

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Sean Cosgrove ROS Strategy Manager IDC’s IT in Government Conference

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