Managing Service Demand

Managing Service Demand

A Practical Guide to Help Revenue Bodies Better Meet Taxpayers' Service Expectations You do not have access to this content

Anglais
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Auteur(s):
OCDE
Date de publication :
29 jui 2013
Pages :
64
ISBN :
9789264200821 (PDF) ; 9789264200760 (imprimé)
DOI :
10.1787/9789264200821-en

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This book provides guidance on a whole-of-revenue body approach for managing service demand effectively. It sets out a possible ‘model’ for governance arrangements based on leading revenue body practice – in this case the Australian Taxation Office—that has been examined and is supported by the FTA’s Taxpayer Services Sub-group. It also sets out practical steps in the form of a step-by-step framework to support revenue bodies in their efforts to better identify, analyse and address the causes of service demand.


The guide has been designed to support all revenue bodies, from those that are in the early stages of developing comprehensive service delivery programs to those with mature programs in place. While it focuses on the revenue body’s role in tax administration it acknowledges that some revenue bodies have a broader set of responsibilities, for example, in the administration of some social policies. This guide has not explored how such roles should integrate at a broader demand management level and revenue bodies will need to assess this issue, if relevant, having regard to their individual circumstances.

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    Foreword

    As a result of current global economic conditions, many revenue bodies around the world have been required to identify opportunities to reduce the costs of their administration as part of broader public sector cost-cutting efforts. Revenue bodies seek to find ways of achieving this objective whilst maintaining high standards of service delivery to the community.

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    Executive summary

    Revenue bodies have limited resources and face difficult choices in deciding how many resources they can devote to critical areas of work such as service delivery, given all of their priorities. The challenge is even greater where targets for overall resource reduction must be met and/ or there is an acknowledged need to improve the quality of the services delivered.

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    Introduction

    In the aftermath of the global financial crisis many revenue bodies around the world have been required to identify opportunities to reduce the costs of their administration as part of broader public sector cost-cutting efforts. At the same time, countries have generally demanded that their agencies, including revenue bodies, remain responsive to community expectations around the need to maintain high standards of service delivery.

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    Managing service demand

    This chapter sets out elements of the broader environmental context that should influence a revenue body’s plan for managing service demand to achieve improved performance.

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    Managing service demand across a revenue body

    The governance arrangements that a revenue body puts in place are important to the successful management of demand. This chapter describes the strategic framework and governance committees required to manage demand effectively.

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    A framework for managing demand

    This chapter outlines the phases and steps that a revenue body may take to assess the demand pressures on the revenue body’s services and how this aligns with the revenue body’s governance framework and compliance model.

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    Case studies
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