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					Sean Cosgrove
ROS Strategy Manager
IDC‟s IT in Government Conference
Agenda
 What is ROS?

 Revenue as ROS Driver

 Development Approach

 Challenges

 Critical Success Factors

 Benefits to Revenue & Customers

 Statistics

 ROS PAYE - Enabling Self-Service

 What’s next for ROS?
What is ROS?

         Online & Offline Filing
         Over 20 different Taxes and duties now catered for




         Online Payment/ Repayment facilities
            Ability to make payments/claim repayments online
            Payment options include ROS Debit Instruction (RDI), Laser & Online Banking



         Online Transaction/ Inbox Details
            Ability to view transaction details using the Customer Information Service for many of the taxes
            Customer Inbox document created for each filed event



         Accessibility
            Accessible anywhere 24*7*
            Accessibility determined by ROS‟s Access Control System



         Security
            Use of Public Key Infrastructure (PKI)
            All transaction accompanied by a Digital Signature
Revenue Strategy
                                   Bulk of Processing Paper Based
         Revenue
                                   Resource Intensive
         Issues
                                   Provider of information to both customers and agents
                                   Paper mountain contributes to costs, delays and
                                    frustration
                                   One of the largest processors of Information in
                                    Ireland

                                    “encourage electronic filing of returns and
                                    declarations and other electronic information
        Revenue Statement
                                    exchange … keep pace with and lead
        of Strategy                 developments to underpin the effectiveness of
        1997 - 1999                 our customer service, accounting, audit and
                                    compliance programmes”



         Revenue Statement of       “Our approach to service delivery, especially for
                                    business customers, will be primarily electronic”
         Strategy 2005 - 2007
Development
Approach



                                                                                      Develop far reaching vision, what do customers want?
                                                                                      Review current reality (Starting point)
Introduction of ROS Services




                                                                Think Big             Evaluate all options and alliances
                                                      1                               Develop a strategic direction that will be organic in nature



                                                                       Phased approach toward integration
                                                                       Educate the customers and advertise
                                                                       Continuously expand services, using lessons
                                                 Scale Fast             learned from prior implementations
                                   3
                                                                       Leverage current technology infrastructure
                                                                       Identify areas of success and grow from them in
                                                                        areas of high impact

                                                     Pick a service/form and implement it
                                   Start Small       Put new customer service process in place
                               2                     Focus on long term planning
                                                     Pilot new capabilities if required
Development
Approach

                                                                          – By December 2005 – 50% of all
                                                                            business tax returns filed electronically
Introduction of ROS Services




                                                              Think Big
                                                    1
                                                                          – By December 2005 – 75% of all
                                                                            payments filed electronically

                                                 Scale Fast               – ROS will be the customer‟s preferred
                                    3
                                                                            method of conducting business

                                   Start Small                            – Place Revenue as part of the most
                               2
                                                                            effective Public Administration in
                                                                            Europe
Development
Approach

                                                                     – Key decision was to focus on
                                                                       services to employers, accountants
                                                         Think Big
Introduction of ROS Services




                                                 1                     and self-employed people

                                                                     – Choose tax returns to be
                                                                       implemented based on
                                            Scale Fast
                                   3                                        • High volume of returns
                                                                            • Simple to develop
                                   Start Small                              • Impact all employers
                               2

                                                                     – Develop a secure architecture
                                                                       framework and site from day one
                                                                       with scalable options
Development
Approach
 Introduction of ROS Services




                                                                    Think Big

                                                         1                                                                           EU Savings Directive

                                                                                                                                 US SEC‟s, Auto Archiving

                                                                                                                          CT Web Services, Betting Duty
                                                     Scale Fast
                                         3
                                                                                                                     NCTS Web Services, CAP
                                                                                                               Tax Credit Certs, RCT35, VIES, Intrastat




                                                                                                                                                               Deliverables
                                       Start Small
                                2
                                                                                                          Vat on eSerrvices, Transit, Gift & Inheritance Tax
                                                                                                     Relevant Contracts Tax

                                                                                              Vehicle Registration Tax

                                                                                       Dual Signature Facility, Minor Tax forms

                                                                                Euro Changeover, Certificate Renewal, Form updates

                                                                  Tax & Corporation Tax forms, Payment without return facility

                                              Additional VAT and Employers Tax forms, Enhanced Customer Service

VAT, Employers Withholding Tax, Employment Cessation Notice


Sept                                April     Oct            Dec        May      Nov        April      June     Dec       May         Dec Mar          July
2000                                2001      2001           2001       2002     2002       2003       2003     2003      2004        2004 2005        2005

                                                                                             Time
Challenges

             Some challenges in establishing ROS as an
             electronic service…..

                 Technology           Provision of a scalable technology solution

                                      Provision of a secure and protected
                   Security            site

                                      Meet with legal obligations at the
                    Legal              start and moving forward

              3rd Party Software      Ensure adequate liaison
                  Companies

                                      Knowing the needs of the end-user
                   Training            and provision of backup support


             Change Management        Internal changes for Revenue
Critical Success Factors




            Senior Management Support   Funding & Resources




                  Strategic Plan        Marketing Campaign




                 Committed Team         Customer Consultation
Critical Success Factors

 Senior Management
       Support




   Strategic Plan
                                                                               Jan /             Sept
                            Sept         Nov         March         Dec
                                                                               April             2000
                            1998         1998        1999          1999
                                                                               2000
  Committed Team




                        Business Team
Funding & Resources
                                         Vision
                                        Documented
                                                     Corporate
                                                     Commitment
                                                              Procurement Process
 Marketing Campaign                                                 Completed

                                                                         Contracts Awarded to
                                                                              Accenture &
                                                                               Baltimore
Customer Consultation                                                                           ROS Live 29th
                                                                                                  September
Critical Success Factors
                                                                            Online Form
 Senior Management                                                           Design Expertise
       Support
                                                                            Interfaces
                                                                             Development
                                                                            Operations for
   Strategic Plan                                                            development and
                                                                             production
                                                       Revenue               environments
                                                                            Dedicated
                                                                             Information/Help
  Committed Team                                                             Desk
                                         Accenture
                                                      Baltimore
Funding & Resources
                         Application                LanComms
                          Architecture                  / RSA
                         Technical
                          Design
 Marketing Campaign
                         Website                                  Website Security
                          Development
                                                                   Certification Authority
                         Ongoing
                          Maintenance
Customer Consultation
Critical Success Factors
 Senior Management
       Support          – Project Team
                               • The „ROS team‟ is led by a dedicated Strategy
                                 Manager who leads a team of enthusiastic and
   Strategic Plan
                                 hand picked officers
                               • Additional resources are allocated when required
                                 for event driven dates
                        – Public/Private Partnership
  Committed Team
                               • Revenue secured partnerships with Accenture and
                                 Baltimore Technologies/ Lancomms for the
                                 provision of technical services
    Funding &           – Adequate Funding
    Resources
                               • Qualified for funding from the Information Society
                                 Fund provided centrally by the Government to
                                 encourage agencies to embrace the internet as a
 Marketing Campaign              means of conducting business with Irish citizens
                                 and businesses


Customer Consultation
Critical Success Factors
 Senior Management
       Support          – For the initial launch a Public Relations Consultancy
                          firm was commissioned to assist Revenue launch,
                          brand and advertise ROS as an innovative and
                          ground-breaking service
   Strategic Plan

                        – Mobile Training Unit

  Committed Team        – Nationwide seminars to explain the role of ROS
                          with new Revenue initiatives

Funding & Resources
                        – Exhibitions at national events such as the Payroll
                          Association conferences, Society of Irish Motor
                          Industry events and Information Communication &
                          Technology events
Marketing Campaign
                        – ROS Liaison Officers appointed in local tax offices
                          to promote ROS and assist customers.
Customer Consultation
Critical Success Factors
 Senior Management
       Support        Effective and ongoing consultation is a key
                      component of successful implementation
   Strategic Plan
                        – Accounting/Professional/Representative Bodies


  Committed Team
                        – Tax Agents

                        – Software Companies
Funding & Resources
                        – Business Sectors

                        – Customers
 Marketing Campaign




     Customer
    Consultation
Benefits to …

         Revenue                             Customers                          Tax Districts
   The business boundary has           Instant acknowledgement            Reduced Processing of
    shifted by offering services                                             forms
    on an electronic self-service       Effective & efficient use of
    basis                                time – no duplication              Correspondence and phone
                                                                             calls
   Free up resources for more          Elimination of clerical error
    challenging work                                                        Greater Accuracy of
                                        Secure 24 x 7 access                information submitted
   More rewarding and
    satisfying work                     Online calculation facility        Built in calculator reduce
                                                                             queries
   Electronic Storage of data for      Simpler user friendly returns
    electronic interrogation             forms                              24 x 7 Service reduces
                                                                             customer contacts
   Electronic Compliance               Environmentally Friendly
    Programmes                                                              ROS Helpdesk to deal with
                                        Prompt Repayments                   queries
   Single source of information
                                        Ability to look up a
   Reduced data entry                   customer‟s tax position
                                         online
Key Statistics for 2005
   Total filed: 1.56 million returns

   Over 205,000 Income Tax Forms filed (65%)

   87% of new vehicle registrations

   35% of employers payroll taxes paid

   22% of VAT paid

   €12.1 billion in payments

   Over 27.5% of all taxes

   Customer Information Service Enquiries: 4.2 million

   Winner of eEurope Award for ‘Impact’
ROS Statistics 2005

                   ROS Returns v Total Returns 2005

  100%    87%
   90%
   80%
   70%                65%
   60%
   50%                         42%
   40%
   30%                                  23%      19%
   20%                                                  13%
   10%
    0%
         VRT Reg      2004     CT1       P35     VAT3   P30
                     Form11
ROS Payments 2005
                                                             % Increase
                                  2004          2005

    Number of Payments           180213         290842        61.38%



                                    €              €

     Value Added Tax           2.2 billion    3.1 billion     40.90%

      Employers P30            4.7 billion    5.7 billion     21.27%

      Employers P35            31.4 million   76.1 million    142.35%

        Income Tax             97.2 million   1.5 billion     54.32%

      Corporation Tax          454 million    922 million     103.08%

         PSWT F30              72 million     242 million     236.11%

     Contractors C30           40.6 million   90.7 million    123.39%



 Total Value of ROS Payments   8.3 billion    12.1 billion    45.78%
Returns
2004 v 2005
                               2004      2005     % Increase

 Value Added Tax VAT3         136246    234288     71.95%
     Employers P30            122099    211924     73.56%
     Employers P35             21421     42201     97.00%
     Income Tax F11           194544    248967     27.97%
     Corporation Tax           30151     49992     65.81%
  Vehicle Registrations       155049    194045     25.15%
    Contractors C30            29427     67185     128.31%
    Contractors C35            1693      4603      171.49%
     Employers P45            135916    187773     38.15%



Total Number of ROS Returns   1075758   1561290    45.13%




Number of CIS Transactions    2075916   4193269    102.00%
ROS Income Tax
Returns
                 Timely Form 11 Filing

100%
90%
80%
70%                                             65%
60%                                      53%
50%
                   40%
40%
30%
20%
       9%
10%
 0%
       2002        2003                  2004   2005
                               Volume of Returns




                                100000
                                            150000
                                                     200000
                                                              250000




                       50000




                   0
                Jan
                Feb
                Mar
                Apr
               May
                Jun




        2001
                 Jul
               Aug
               Sep
                Oct
               Nov
               Dec
                Jan
                Feb
                Mar
                Apr
               May
                Jun




        2002
                 Jul
               Aug
               Sep
                Oct
                                                                                                      Graph of Return Filing




               Nov
               Dec
                Jan
                Feb
                Mar
                Apr
               May
                Jun




        2003
               July




Month
               Aug
               Sep
                Oct
               Nov
               Dec
                Jan
                Feb
                Mar
                Apr
               May
                Jun
                                                                       Total ROS Returns (By Month)




        2004




               July
               Aug
               Sept
                Oct
               Nov
               Dec
                Jan
                Feb
                Mar
                Apr
               May
                Jun
        2005




                 Jul
               Aug
               Sep
                Oct
               Nov
               Dec
                Jan
        2006
Enabling Self Service –
ROS
          Introduction of Employee Electronic Services:

            – Register with Public Services Broker (REACH)
            – Authentication – safe and secure, including Self-Service PIN
            – View / Amend Personal Details
            – View/ Amend/ Claim Tax Credits including allocations of
              credits between spouses and employments
            – Employee can initiate a review of their tax liability for
              previous years
            – Receive repayments from Revenue direct to the employees
              bank account where employee has entered their bank
              account details
            – Information includes tracking of paper correspondence sent
              to Revenue and viewing of tax record
            – ROS Inbox, Help and Calculation facilities
Enabling Self Service –
ROS
          ROS Lite PAYE Service:
            – Employee will enter their PPSN and your Self–Service PIN
              and the following tax credits can be claimed:
                    • Age credit
                    • Dependant Relative Credit
                    • Flat Rate Expenses
                    • Home Carer Tax Credit
                    • Medical Insurance Relief
                    • Rent Tax Credit
                    • Service Charges Relief
                    • Trade Union Subsciptions

            – Self Service PIN numbers will be issued by Revenue and
              sent by letter to all employees in time for the launch of the
              service
            – Change of address and correspondence tracking facility
What is next for ROS?

eCitizen           Commence provision of e-services for employees in 2006


eGovernment        Provide links to other Government Depts and Public Service Broker



ROS Targets 2007   •   Vehicle Registration Tax – 98%
                   •   Customs – 95%
                   •   Income Tax – 75%
                   •   Corporation Tax – 85%


                   “Staff deployed to achieve a 30% increase in the
                   number of staff engaged on compliance work, by
                   end –2007”
Contact Details


                  Thank You



    ROS Information Desk:   1890 20 11 06

    eMail Address:          roshelp@revenue.ie

    Revenue Website:        www.revenue.ie

    ROS Liaison Officers:   www.ros.ie Help

				
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