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Project Details - Workflow Management System (WMS)
Inland Revenue Department, HKSAR
In a climate of global economic contraction, governments face drastic reduction in tax revenue and rapid escalation in expenditure. Each agency is under pressure to save money while maintaining or even increasing their level of services to citizens and business. IT could help in both.
As far as money saving is concerned, the Inland Revenue Department at HKSAR is more far-sighted than most. They have long put in place a two prong capability-building framework involving both professional development and ITC platform construction. Working with the support of a cluster of systems they have always been one of the most, if not the most, efficient tax collectors in the world. This way they play their part in making sure that HK could remain a low tax regime.
Taking money out of citizens’ pocket could hardly be described as a pleasing job. But they have streamlined and simplified the tax collection process to such a degree that transaction with this department is so hassle free, so fast responsive, that this agency has got to be the global standard in operational excellence.
With that as a base, the agency is ready to move their e-government initiative to break new grounds. They want to engage in citizen-government dialogue, at a level most intimate to the interest of tax payers: objections, holdovers, and surcharge requests. In short, they are asking agency professionals to address the core of personal needs and circumstances: grievance.
ICO is there. ICO’s presence has been crystallized into the Workflow Management System, a system that automates task distribution, then controls and monitors the flow of work. It enables effective tracking of case progress to ensure that performance pledge targets are met, and overall service quality achieved. Annually over 70000 cases are now being dealt with through this system, efficiently and effectively.
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