Implementing Computerisation and Information Technology for Tax Administration
This publication offers guidance to revenue agencies that are in the process of designing or implementing computerisation or information technology projects to improve the efficiency of their tax administration. It draws on the experience of Australia, Malaysia, Malta, Pakistan, Singapore and Tanzania, representing a range of information technology initiatives of varying scales, complexity and levels of maturity.
Rather than look at overall conceptual issues, which are already well covered elsewhere, this book looks at the finer details of implementation in order to identify lessons, ideas and opportunities, both at the planning and design phase, and during implementation and review and evaluation.
Contents
FOREWORD
OVERVIEW OF THIS PUBLICATION
Purpose and scope
Relationship to other CATA publications
Layout of the publication
Feedback
LIMITATIONS
ACKNOWLEDGEMENTS
INTRODUCTION
Why this publication was developed
Methodology
IN-DEPTH CASE STUDIES
Australian Taxation Office - Tax Agent Portal (TAP)
Inland Revenue Board of Malaysia - Self Assessment System (SAS)
Inland Revenue Department of Malta - IR Services Online
Central Board of Revenue, Pakistan - Tax Administrative Reforms Programme (TARP)
Inland Revenue Agency of Singapore - Inland Revenue Interactive Networks (IRIN)
Tanzania Revenue Authority and GTZ - Integrated Tax Administration System (ITAX)
COMMON ISSUES AND GOOD PRACTICES
Successful projects are business-led rather than technology-driven
The importance of leadership and management empowerment
Importance of effective governance and project management
Identify and manage risk
Adopt a user-centred approach to design, development and testing
Adopt gradual phase-in and/or pilot projects
Acknowledge and manage culture change
Systems flexibility is important
Communication is vital
To outsource or not to outsource?
Consider community readiness
Develop and budget for a marketing strategy
Consider data quality and security issues
Plan for non-IT things too
APPENDIX A
Useful references on IT for tax administraion, E-government and project management
APPENDIX B
Selection of media articles on the implementation of the Australian customs integrated cargo system
APPENDIX C
Useful references on user-centred approach
APPENDIX D
Research questions
APPENDIX E
Figures
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