Inforay at the Tax Office

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Company profile

The Dutch Tax Office is probably the best-known civil service. The service is responsible for every aspect of Dutch tax laws with regard to taxes in the Netherlands, as well as international tax issues. This implies providing information regarding tax laws and imposing, verifying, judging, and collecting taxes. The field of activity extends to outside of the Netherlands, especially regarding sales tax for importation and exportation.

Problem

The Tax Office is required to process applications and declarations of its customers within a certain period of time. For this, the Tax Office has developed massive systems that can handle applications and declarations fully automated. However, some applications or declarations cannot be processed automatically, or are considered a potential fraud risk. These must be processed manually by the local offices, but still within the set period of time.

Also, random checks are carried out that require new evaluation of applications. In that case, management needs insight in the results of the random checks. What was the result? How does this relate to the amount of work?

It is also important that each employee has direct insight in the applications and declarations that he must process. He must be able to retrieve all necessary information regarding an application or declaration, and perform all necessary actions, preferably in one screen. When distributing applications and declarations among employees, their capability, knowledge, and experience must be taken into account.

The office process that deals with the processing of applications and declarations must be monitored extensively. At any moment it must be clear how many applications and declarations are being processed, are pending, are in danger of being delayed, are left over, etcetera. In addition, it must be possible to use and modify the whole system with little or no help from the IT department.

Solution

The implemented solution assigns outstanding debts/applications/declarations to employees, taking into account aspects such as their knowledge, capability, authorization rights, etcetera. These aspects are configurable by the employees or their managers.

Each employee has an overview of the debts/applications/declarations that he must process. Also, he can view the progress of each, retrieve detailed information, etcetera.

Management can monitor the entire process in real-time and down to the smallest detail. They can create their own KPI's to monitor and improve the process. Authorized employees can also do this.

Results

The solution makes it possible to see to it that debts/applications/declarations are processed within the period allowed by law. In addition, less people are needed to do this, making other people free to focus on fraud detection.

For this, random risk checks can be carried out. The resulting debts/applications/declarations are run through the same solution. However, they are distinctive in the process, allowing for the monitoring of the results and progress of the random checks.

Success factors

An important factor in the success of the solution is that the offices can administer and modify the system with little or no help from the IT department.

The constant flow of debts/applications/declarations is automatically assigned to employees, taking legislation into account. This makes it easy for each employee to know what he has to do and to track the progress of debts/applications/declarations in the process. Management has better insight in the process, allowing them to react when necessary.