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Case study Company name: Inland Revenue Department (IRD), Hong Kong SAR Government
Hong Kong national tax department sees the potential for saving millions when IBM Global Business Services helps it develop a roadmap – using IBM's component business model (CBM) methodology – for implementing a new taxpayer portal. |
Business need | To fulfill its mission, the IRD needed to deliver more efficient, transparent and tailored services to a broad range of stakeholders, while operating under financial and human resource constraint. Many of the IRD's services were still conducted via regular postal mail, and while some services were provided through the ESD Scheme and IRD's homepage, there was no single taxpayer site or portal. IRD needed a strategy for providing a dedicated, integrated, long-term, one-stop solution to the taxpayer. |
Solution | The IRD engaged IBM Global Business Services to conduct a Feasibility Study (FS) on the establishment of a Taxpayer Portal. The IBM team used Component Business Modeling (CBM) to map out the organization's existing capabilities and responsibilities, using these to create a blueprint for IRD's future operational environment based on its mission and strategic direction. The target business architecture developed using CBM shows the business capabilities necessary to support the future e-services vision, as well as outcomes, target user groups, and priority e-services. |
Results | The recommended portal implementation and e-services program will produce savings opportunities for Inland Revenue from reductions in staff, improved operations, and lowering of IT/service provider costs. In addition, the suggested proposal also will bring other intangible benefits, such as: Enhancing voluntary compliance, enhancing certainty of services and treatments, protecting private information, optimizing IRD resources and improving the efficiency and effectiveness of IRD's operations. |
Customer information | Inland Revenue Department (IRD), Hong Kong SAR Government | | The Inland Revenue Department (IRD), operating under the Financial Services and Treasury Bureau, represents the primary revenue collection department for the Hong Kong Special Administration Region Government (HKSARG). The total revenues collected by the IRD in 2004-2005 were HK$ 127,682M. |
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