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					GENERAL             FTA TAXPAYER SERVICES SUB-GROUP   SEPTEMBER 2005

SEGMENT             AUDIENCE                            DATE




 Management of Email

 Presented by:
 Greg Dark, Program Leader (Change Program)
 Australian Tax Office




 APPLICATION SOFTWARE SOLUTIONS                          www.ato.gov.au
Why did we do this?

  The email channel raises a number issues for
   administrations, including:
      - Security and privacy of information
      - Classification, storage and archiving
      - Managing expectations of faster response times

  We wanted to find out what agencies were doing, share
   experiences and identify common issues

  Use findings to identify potential for further joint work

APPLICATION SOFTWARE SOLUTIONS                           www.ato.gov.au
How did we do it?

  Conducted a survey amongst six member countries
      -   Australia
      -   Canada
      -   New Zealand
      -   Netherlands
      -   UK
      -   US




APPLICATION SOFTWARE SOLUTIONS                 www.ato.gov.au
What did we look for?

  Sought information about email solutions from the
   aspects of:
      -   Security
      -   Work management
      -   Data management
      -   Client management


  As part of the process, we needed to define the
   categories of “email” we were looking at


APPLICATION SOFTWARE SOLUTIONS                       www.ato.gov.au
Solution aspects - Security

  Method of authentication

  Identification methods (business, individuals, agents, etc)

  Encryption

  Notification/delivery



APPLICATION SOFTWARE SOLUTIONS                       www.ato.gov.au
Solution aspects– Work Management

  Indexing (identifying who it is to/from)

  Classification – what is the topic/subject

  Routing/workflow for actioning

  Tracking/reporting

  Channel discrimination

  Efficiency (is this faster or slower than other channels)
APPLICATION SOFTWARE SOLUTIONS                        www.ato.gov.au
Solution aspects– Data Management

  What and where emails are stored

  How they are archived, and made available for retrieval




APPLICATION SOFTWARE SOLUTIONS                      www.ato.gov.au
Solution aspects– Client Management

  Dealing with attachments

  Maintaining email addresses

  Returned undelivered emails – revert to paper?

  Assurances that emails that were sent were
   received/read


APPLICATION SOFTWARE SOLUTIONS                      www.ato.gov.au
Email categories

 1. Email - unstructured containing in-confidence (taxpayer) information
    sent from the Taxpayer to the agency
 2. Email - unstructured seeking clarification/interpretation of the tax law
 3. Email - unstructured seeking clarification/update on transaction
    process/progress
 4. Emails - structured form that has been completed on your site
    without any authentication
 5. Email - structured form that has been completed on your site after
    the taxpayer has authenticated themselves
 6. Email - auto response from your agency containing no specific
    taxpayer information

APPLICATION SOFTWARE SOLUTIONS                                   www.ato.gov.au
Email categories

 7. Email - auto response from you agency containing specific taxpayer
    and possibly sensitive information
 8. Email - notification of a secure message
 9. Email - response prepared by staff that may contain taxpayer or
    sensitive information
 10. Email - response prepared by staff that contributes to a “cross
     agency” enquiry where there are privacy issues between the
     agencies
 11. Electronic Enquiry support – where a decision system provides a
     structured enquiry and a suggested answer, escalates as an email
     where further assistance is required

APPLICATION SOFTWARE SOLUTIONS                                  www.ato.gov.au
Email categories

  So there’s basically two overall categories of email:

      - Emails that need to be secure (client info)

      - Emails that don’t need to be secure (general info)




APPLICATION SOFTWARE SOLUTIONS                               www.ato.gov.au
What we found – secure email

     Secure email is generally delivered via specific web
      functionality rather than generic email:
       - Australia - Tax Agent and Business portals (PKI Digital
         Certificate issued by agency)

       - New Zealand - secure messaging site for all citizens (User
         ID/password)

       - UK - Secure Portal for Individuals (User ID/password)
       - UK – also provides structured forms (https)

       - US - “e-services” facility for tax professionals (shared
         secrets)
APPLICATION SOFTWARE SOLUTIONS                               www.ato.gov.au
What we found – general email

  Most agencies don’t overtly encourage email use outside
   their secure sites (except for general feedback about
   websites)
  For example, “contact us” details on websites usually
   only provide contacts via:
         - Phone
         - Face to Face (eg. at service counters)
         - Post
  UK is an exception – multiple email addresses are
   provided
APPLICATION SOFTWARE SOLUTIONS                      www.ato.gov.au
What we found – outbound email

  Outbound emails generally provide a reference to a
   secure site and include:
      - Advice that a secure message has been sent to the citizen
      - Notification of forms, returns, etc that are ready to be
        downloaded & completed
      - Advice of system outages/performance problems
      - Advice of expiration of passwords
      - Confirmation that update to e-services info has occurred as
        requested


APPLICATION SOFTWARE SOLUTIONS                            www.ato.gov.au
What we found - attachments

  Attachments are not widely supported within secure email

  Attachments received with unsecure email are generally
   managed at a local level (storage, routing, archiving,
   retrieval, etc)

  Australia is introducing attachments to secure email
   within its portals in October 2005

          Demonstration of Attachments via Tax Agent Portal



APPLICATION SOFTWARE SOLUTIONS                           www.ato.gov.au
What we found – service standards

  Service standards for email are generally not defined
   separately to paper mail, but some exceptions were
   reported

  Canada has a 2-day target response time for structured
   forms requesting assistance in locating public forms on
   their website (email category 4)

  UK has faster response times for a range of email types
   (email categories 3, 4 & 5)



APPLICATION SOFTWARE SOLUTIONS                      www.ato.gov.au
Where are we now?

  We have some information about what various agencies
   are doing

  We don’t have the “answer” or a clear indication of “best
   practice”




APPLICATION SOFTWARE SOLUTIONS                       www.ato.gov.au
Where to from here?

  Do you think this information is useful?

  Is it moving us closer to being able to resolve issues or
   identify best practice?

  Is it worth taking this further?




APPLICATION SOFTWARE SOLUTIONS                        www.ato.gov.au

				
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