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(taxpayers) individuals businesses

IVR. Specialist Staff Desktop. Customer Service Representative. Tax Administration Legacy System. New Zealand Tax. Need (IRD Call Centre Project): Develop a more efficient, effective department through provision of online services to businesses

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(taxpayers) individuals businesses

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  1. IVR Specialist Staff Desktop Customer Service Representative Tax Administration Legacy System New Zealand Tax Need (IRD Call Centre Project): • Develop a more efficient, effective department through • provision of online services to businesses • a customer-focused, compliance improvement approach Approach: • Integrated customer relationship management, call center, IVR Impact: • "We treat people who deal with us as valued customers." • Able to train call center staff in 2 weeks • 100% ability to file business taxes on line (taxpayers) • individuals • businesses http://www.ird.govt.nz/

  2. Government's Transformation • Moving information / services to the Web • Enhancing and expanding access and usability • Re-engineering processes around the customer • Becoming a knowledge provider for customers and employees Wave Wave Wave Wave

  3. US Department of Commerce - BuyUSA Need: • Stimulate economic development by assisting US SMBs to compete and grow in the global economy Approach: • Innovative e-marketplace linking US businesses with buyers and partners around the world • IBM pServers, DB2 UDB, WebSphere Commerce Suite, hosting Impact: • Reduced time and cost to find opportunities and local partners • Allow foreign companies to view US catalogs and background company information http://www.buyusa.com

  4. UK Government Knowledge Network Need: Bring senior levels of government into close and swift communication on policy and issues Approach: • Factual and briefing information • Preparation of answers to Ministers' questions Impact: • 250,000 uses per week • Improved coordination of different communications channels • Enhanced ability to respond to "quickfire" changes and questions in a united fashion http://www.kablenet.com/

  5. Naestved, Denmark, Community Portal Need: • Facilitate & drive local business growth • Aid population in ability to retrain Approach: • City community portal, common case management, e-learning and e-commerce infrastructure Impact: • Extensive citizen access -- 58% +"connected" via high-speed network • One stop shop for all citizen services • Business Development Council support • EU funding and awards • Stopped Growth of unemployment • Promoted local economic growth http://www.naeskom.dk/

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