E-CommunityPresented byAndrew KennedyTony Chiang

Glen Hallworth Darrin Wikins

Shedia Vazir-ZadehLauren Brown

Our product is the “E-Community.”

e-queries

Presented by Tony Chiang

Traditional way in getting answer for a query

Mail Email

In person Call up)

NWC Research Call Centre Satisfaction Survey April 2008

The following table highlights some of the key findings from the survey.

Total Infoline top 5 priorities

Business Infoline top 5 priorities

Debt Infoline top 5 priorites

Individuals Infoline top 5 priorities

e-queries

Design to Reduce time to reach

service

Right Knowledge and answer

Clarify Understand your need

Future Reference

e-query Reduce time to reach service • For the client E-queries is easier, cheaper,

and more personalised • e-query makes service time more

personalised• No waiting time over the phone for a

service representative

e-query Reduce time to reach service

• e-query makes easier for both client and ATO call centre operator – This will help the ATO operators to answer enquires in a quick responds time.

• e-query is cheaper than many more complex and expensive interactive

response system.

• e-query deliver accurate answers to the taxpayers

• Keywords in the enquiry would direct the enquiry to the correct area

• e-query will categorise different enquires and feedbacks in the server for future reference.

Right Knowledge and Answer

• e-query provides the ability to escalating enquire for clear explanation

• When enquires is not answered there are 3 Stage of clarification process would take place

1st Stage reassess of the enquires, 2nd Stage over the phone clarification, and3rd Stage go to COE (Centres of excellence)

Clarify

e-query provides interactive platform and record keeping database where Call centre operator can understand client’s need quicker. For example, Call centre operator can look at enquires that the client made before. It will give them a clear indication what the client might want.

Understand your need

• e-query will record positive enquires feedbacks for future reference

• e-query will send this positive enquires to e-forum as well as FAQ pages.

• The data collected will be use for further improvement of Tax Office future operation.

Future reference

Online forumspresented by Darrin Wilkins

Online forums

Web based applications

Manage user generated content

Originated as modern equivalent of a Bulletin board

Enable member to engage in real time conversations

SME Online forum•SME forum already exists in the Tax office

•Participants are scanned

•Has live chats with different topics each week

•Chats are published immediately

•Not run on Tax office network

More online forums?• We believe a demand exists

• Some issues go across several segments but only SMEs have an online forum

• Some issues are specific to certain business segments other than SMEs

• We propose the expansion of online forums to cater for other groups

New online forums

Micro enterprise forum

Youth forum Tax agent forum

Community forum

Large Business forum

New online forums

Administration issues

• Needs to be run by outside organisation

• Forums to be periodically assessed

• Increased staffing required

• New group under Marketing and communication for information analysis?

• Adequate resources are necessary to gain the maximum benefit from online forums

Potential benefits of online forums

• Whole community potential participation

• More representative idea of community needs

• Needs of different classes of taxpayers can be catered for

• Reduced use of the call centre by taxpayers

How will they run?• Forums to be run like the SME online forum except for

youth forum

• This is to maintain consistency

• Youth forum to be run more like Q&A session

• Youth forum will be more informal

Access• ATO.gov

• Links on newspaper websites

• Links on social networking sites

presented by

E-taxLauren Brown

E-tax

•Jack: has wage income, as well as some donation expenses.•Jack finds e-tax bewildering and is not sure which questions he should answer

•Jill: has personal services income, capital gains, and forestry managed investment scheme income.•Jill considers e-tax a fast, convenient way to handle her tax affairs

Targeted at:• taxpayers with simple affairs

• taxpayers with low computer skills• taxpayers who find e-tax complicated or confusing

Simplified e-tax

Regular e-tax Simplified e-tax

Long and short e-tax

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1st Generation 1973

2nd Generation 1990

3rd Generation 20004th Generation

e-alert- Mobile Communication technology

SMS / email Virtual alert messages

presented by Glen Hallworth

82%

18%

Mobile Phone user Telephone booth user

Email alert

SMS alert

e-alert

easier, cheaper and more personalised alerts

e-alert

This diagram shows the proposed life of the project

Stage 2 Testing

Stage 6 Implement end of project

rollover to business as usual

Stage 3 Introduction of product

Stage 4 Monitor performance and record feedback

Stage 5 Review feedback and

evaluate success

Stage 1 Development

Life of the project