From complexity to clarity: the Inland Revenue revamps its services

From system to society: the Tax Authority builds trust

The question was urgent: trust in the Tax Administration was under pressure (due to the Allowances affair) and for many citizens and entrepreneurs it was complicated and time-consuming to comply with tax obligations. The organization wanted to make the step from a system- and process-oriented approach to truly customer-oriented work. The biggest challenge? Achieving visible and bigger improvements in service, restoring trust and strengthening execution power in a complex organization.

Result

Together with the Tax Administration, we laid the foundation for a structural customer-oriented transformation. We developed a framework for Customer Experience management and helped to start breakthrough cases, which showed how working from the customer's perspective gives new energy and focus. We also supported the Tax Administration's transformation office so that they could facilitate, inspire and help teams to put customer-centricity into practice as a connecting link. Our transformation principles - connecting people, starting small, learning and continuous improvement - were leading in this process and successful at this large blue organization.

Impact

This approach set in motion a movement that is relevant at the management level: from recovery to renewal. Citizens and businesses are gradually experiencing better services and more clarity. At the same time, within the Tax and Customs Administration, the executive power and the confidence that the organization really is capable of change and of getting closer to the client are growing.