超越實施.pdf

1、Beyondthe implementationPresented byPeter-Paul Grootens19 February 2025My primary role is helping our clients reach their ultimate goals and objectives once our solutions are implemented.Having worked closely with the Inland Revenue Departments of Anguilla,Grenada,and St.Kitts and Nevis,I can share

2、best practices as well as the challenges faced by similar OECS countries.Client SuccessPeter-PaulHere With You Today2T I T L E O F P R E S E N T A T I O NRaise Your Hand:If you have been part of a digital transformation project.3T I T L E O F P R E S E N T A T I O NKeep Your Hand Up:If that digital

3、transformation project went exactly as planned,with no surprises.45A staggering 70%of digital transformations fail.Source:Forbes 2019The Road of Digital Transformation6Decision to Invest in DigitalizationLimited CollaborationResistance to ChangeImplementation Successful!Successful Digital Transforma

4、tionTraditional ApproachThe Road of Digital Transformation7Decision to Invest in DigitalizationLimited CollaborationResistance to ChangeImplementation Successful!Lack of Process Understanding Lack of Taxpayer EducationLack of Data IntegritySuccessful Digital TransformationClient Success ApproachKey

5、Pillars of Post-Implementation SuccessAdoption of the SolutionEnsure internal officers understand how to use the system,as well as processes.01Managing Internal ResistanceAddressing resistance across teams and leadership.02Ensuring Data IntegrityMaintaining an accurate and reliable taxpayer database

6、.04Taxpayer EducationEnsure taxpayers understand their obligations,and any changes that arose.03Addressing ChallengesProactively resolving issues as they arise.058Adoption of the SolutionIn-App Support and Learning Management System10Learning Library 1.0T I T L E O F P R E S E N T A T I O NIn-App Su

7、pport1112LinkT I T L E O F P R E S E N T A T I O NIn-App ChatBot13Before The In-App Chatbot Flow15TaxpayerTPS OfficerFunctional AdminService DeskFunctional AdminTPS OfficerTaxpayerAsks the Functional Adminthe questionSubmits a RFI Ticket in JiraAnswer SharedFunctional Admin Shares Information with T

8、PS OfficerTPS Officer Makes Changes Gives TP Updated LicenceTP Changes Business Name Needs Updated Licence 16LinkIn-App ChatBot:In-Action1759%28%13%How Conversations Are Handled?Resolved by FinAIResolved by TeammateAbandonedT I T L E O F P R E S E N T A T I O NLearning Management System1819LinkT I T

9、 L E O F P R E S E N T A T I O NRaise Your Hand:If your organization had access to an LMS,would you enforce its use and certificate completion?21Taxpayer EducationChanges to FilingAgenda:Post-Implementation Site Visit23Initiative Allocation of Prepayments Payment Credits24ConfusedInvestigateVAT Over

10、paymentsDiscussions-Taxpayers Made Payments-Had Tax Credits Covering Tax DueWhy?Incorrect Tax CreditsChanges Within VAT Filing25Previously:Taxpayers manually carried forward tax credits.Currently:Tax credits are automatically carried forward based on tax returns.Awareness Gap:Taxpayers unaware of th

11、e automatic tax credit calculation.Result:Taxpayers manually carried forward credits,following old practices.3Taxpayer GuidanceCommunicated instructions for refiling corrected returns and adapting to the new system.4Payment ReallocationAdjusted payment credits to align with outstanding balances.5Pub

12、lic AwarenessIssued general communications to educate taxpayers and prevent future errors.Addressing the Issue261Identifying Return PeriodsAnalysed return periods with input adjustments to pinpoint issues.2Assessment CollaborationWorked with the Assessment Unit to review and validate affected tax pe

13、riods.Addressing ChallengesBank Payment AllocationT I T L E O F P R E S E N T A T I O N28Taxpayers Reached Out.Stated Payments Not Reflected On Their Account.Head Cashier Shared Challenge.It Is Difficult To Know Who Paid and For What.Two ProblemsHow We Approached It?29Analysis of the problem.What is

14、 happening with the bank payment information.1.Lack of Information Sharing30*User:Name of Person Making PaymentWhat the Taxpayer EnteredWhat the IRD ReceivedLack of Information Sharing(II)31What the Taxpayer EnteredWhat the IRD ReceivedHow We Approached It?32Analysis of the problem.What is happening

15、 with the bank payment information.1.Initial discussions with treasury and the IRDs bank.2.Analysis of first data-sets that were shared from the IRDs bank.3.Payments within that banking network showed usable information.4.Payments from other banks need usable information.5.Discuss long-term solution

16、 for smoother bank payment allocation6.The Road of Digital Transformation33Decision to Invest in DigitalizationLimited CollaborationResistance to ChangeLack of Solution+Process UnderstandingLack of Taxpayer EducationBank Allocation IssuesSuccessful Digital TransformationImplementation Successful!34Together,we can be a part of the 30%of successful digital transformations.Thank YouFor Your Attention