Business Transformation

Making a Difference – doing the right things right, Inland Revenue

In 2010, with ballooning tax debt and overdue returns, Inland Revenue recognised that a completely new approach was required. It developed the vision, “more people filing and paying on time, with fast, engaging interventions (for those who don’t comply).” The Collections team adopted a customer-driven approach: understanding and influencing customer behaviours, ‘test and learn’ cycles of interventions and internal culture change.

SchoolFive years on, the total amount of overdue debt has decreased and an extra $1.47 billion in revenue was collected providing more tax for improvements to New Zealand’s social and economic wellbeing. Staff engagement and customer satisfaction have also risen.