Perform Day MY_Customer Showcase_LHDN

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COMPANY CONFIDENTIAL – DO NOT DISTRIBUTE

WELCOME

Zamani Bin Ismail

Director Operations, Infrastructure and technology, LHDNM

LHDNM E Services Applications& Compuware APM

Agenda• LHDNM Key ICT Initiatives and Tax Administration• Key Challenges• Desired Objectives• APM Journey with Compuware• The Justification

LHDNM key Initiatives to Improve Public Service

E Services / Applications

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Internal ProcessesTaxpayer

Registration

Returns Processing

Assessment

Collection

Enforcement

Audit & Investigati

on

• Online registration

• Data Matching & automatic registration

• Automate return issuing, lodgement, and monitoring

• Pre-filling of tax returns

• No-Filing service

• Rules-based automated assessment

• Pre-calculate tax payable for selected taxpayers

• Automated enforcement actions

• Debt-management and non-filer management systems

• Computer assisted case selection

• Analytics & data warehouse

• Computer forensics

ICT Usage in Tax Administration’s

Internal Processes

• Electronic payment

• Automated refunds

• Revenue accounting

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Taxpayer Services

• Electronic Services• E-Filing, e-Payment, e-Stamping, e-Update (online

particular updates. Eg. Taxpayer profile)• One-stop online portals

• Websites & e-Engagement• Publish tax information and guides• E-Learning, web Tax-TV, Tax Learning Corner (education),

Mail Magazines, e-Seminars• Tax agent relationship management

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Other Aspects of Administration• Staff Workspace

• Office automation tools ( eg. M/s Excel, Project, Access) • Staff productivity tools (e.g. CRM, workflow management)

• Knowledge Management• KM systems and repositories• Staff collaboration tools (e-Mail, OCS)

• Websites & e-Engagement• HR & admin modules• Use of internet to enhance the efficiency of tax administrations.

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Key Challenges

• Dealing with unexpected cost fluctuations during implementation • E.g. Unexpected policy changes, long-haul projects• Control measures needed to prevent cost escalation• Look at business value as well

• Risk Management• More risk averse & higher costs vis-a-vis less risk averse & lower costs

• To deliver services in ways which meet the public and government expectations, whilst maintaining the integrity of our information and services.

Addressing The Challenges Measure Public Experience Prevent Faults

Deliver Premium Services

The Desired Objective

• Gain Visibility to Manage Cost Fluctuations• Gain Control during Performance Challenges to manage Risk • Know “the users” and “their experience”

• Happy

• Frustrated

The APM Journey with Compuware – Audit Application

Time taken to execute a query has

significantly reduced

Time reduced from 9min to 1min

The APM Journey with Compuware – Audit Application

Application errors due to

code exceptions have been reduced

The APM Journey with Compuware – Stamping Application

Overall transaction

time reduced via

optimization done on pages

The APM Journey with Compuware – HR Application

Performance & Availability

improvement with reduction

in response time

Objectives achieved with Compuware

Visibility across application delivery chain

Operations and development team are talking on the same language

Reduction of user complaints in issues reported previously

How did we Justify?The key challenges faced by

the teams

Evaluation of different solutions and Benefits

achieved

Ask TM to bundle the Compuware Solution as a

Managed Services

Cost versus time and money spent on meeting SLA to Users

SummaryA lot of solutions are available – choose the right one to resolve your issues.

THANK YOU