Making a Difference â 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, âmore people filing and paying on time, with fast, engaging interventions (for those who donât comply).â The Collections team adopted a customer-driven approach: understanding and influencing customer behaviours, âtest and learnâ cycles of interventions and internal culture change.
Five 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 Zealandâs social and economic wellbeing. Staff engagement and customer satisfaction have also risen.