(taxpayers)–individuals–businesse

s

CustomerServiceRepresentative

IVR

SpecialistStaffDesktop

Tax AdministrationLegacy System

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 weeks100% ability to file business taxes on line

http://www.ird.govt.nz/

New Zealand Tax

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

http://www.buyusa.com

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 partnersAllow foreign companies to view US catalogs and background company information

US Department of Commerce - BuyUSA

Need:Bring senior levels of government into close and swift communication on policy and issues

Approach:Factual and briefing informationPreparation of answers to Ministers' questions

Impact:250,000 uses per weekImproved coordination of different communications channelsEnhanced ability to respond to "quickfire" changes and questions in a united fashion

http://www.kablenet.com/

UK Government Knowledge Network

Need:Facilitate & drive local business growthAid 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 networkOne stop shop for all citizen servicesBusiness Development Council supportEU funding and awardsStopped Growth of unemploymentPromoted local economic growth

http://www.naeskom.dk/

Naestved, Denmark, Community Portal