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Leadership and Change
The Revenue BusinessThe Revenue OrganisationThe Story of a Change ProgrammeThe role of PMDSThe Labour Relations Commission
Revenue – a Big Business 2.8 million items of correspondence 2.9 million external emails 700,000 personal callers 4.3 million telephone calls 4 million visits to www.revenue.ie 4.2 million payments 3.5 million tax and customs returns 250,000 vehicles registered 50,000 plus new business registrations
Revenue – the Organisation
Tax and Customs Largest Department in the Civil Service 6,500 employees 130 offices/26 locations 2.8 million customers Annual revenues: €42 billion (repay €4bn) Budget to run the Office - €387 m Cost of admin: 0.85% of gross revenues
../
Male 42.9%
Female 57.1%
Full time 82%
Job Sharing 9.7%
Work-sharing 8.3%
< 20 0.1%
21-30 13.1%
31-40 19.8%
41-50 44.6%
51-60 20%
>60 2.4%
Age ProfileGender Balance
Work arrangements
Gross Revenue Receipts
0
5
10
15
20
25
30
35
40
45
50
1990 1991 1992 1993 1994 1995 1996 1997 1998 1999 2000 2001 2002 2003
Billions
Cost of Administration as a percentage of Gross Revenue Receipts
0.00%
0.20%
0.40%
0.60%
0.80%
1.00%
1.20%
1.40%
1.60%
1990 1991 1992 1993 1994 1995 1996 1997 1998 1999 2000 2001 2002 2003
Indications of Scale of Revenue Business (1995 & 2003)
0
1
2
3
4Millions
1995 235,000 578,214 500,000 1,700,000
2003 368,000 1,089,560 1,000,000 3,700,000
IT Returns VAT Returns (1996 & 2004)
Customs Declarations
Payment Items Rec'd
Electronic Services
Payment Returns Received
% of Total
Income Tax 159,478 53%
Corporation Tax 30,151 18%
VAT 136,246 13.37%
PAYE 133,000 8.36%
VRT 147,637 79.08%
SAD’s 912,000 91.82%
The TheoryMichael Collins:
“An integrated Customs and Tax organisation responsible for all the nation’s revenues and frontier control”
A Board of Revenue Commissioners to oversee the organisation
The Reality 1923 - 2003 Separate tax and customs Depts Roots going back to Middle Ages Different and deeply established
cultures Different information systems –
difficult dialogues Separate grade streams, promotion
systems and even magazines Multiple “Head Offices” But why change?
Most things were going well!
Tax receipts rising Self-assessment big success Customer service accolades
So nothing really broken?
Environment Had Changed
Single Market Economic growth/Wealth New business models More Sophisticated Citizens Public Sector Reform Some Doubts about Compliance
Strategy was Clear
It’s all about compliance!
Maximise voluntary compliance through best possible service
Enforcement – a sharp response to those who do not voluntarily comply
The Organisation?
Both approaches are about the Customer
We were organised by tax/duty Cumbersome management structures Poor Accountability
Creating a climate for change
Statement of Strategy Align the organisation with the
business “….review to ensure that we have
the best structure to complement our Programmes”
The Review
In House Control Internal representative team No “consultants” reforming us Keep powerful people in the tent Confidential interviews Slow, steady engagement All in the loop – no ‘inner circles’ Consensus building
Creating a climate for change
Building a Senior Management Team (MAC)
Permitting Dissent Encourage a corporate view Provide a non-confrontational
environment to surface issues “The Status Quo is not an option!”
The Decision A more flexible focussed
organisation Re-build Revenue around our
strategy for compliance Operational Divisions – dealing with
all taxes and duties for their cases Supported by a streamlined
National Office…/
The Heads of Operational Divisions would have clear responsibility and authority
A move from central (Dublin) command and control
Move to a single staffing stream
From this …
C&E Collections Division
C&E Enforcement Division
Customs & Residence Division
Information & Communications Technology Division
Revenue Solicitor
C&E Collections Division
C&E Enforcement Division
Customs & Residence Division
Information & Communications Technology Division
Revenue Solicitor
Chief Inspector of Taxes
Taxes Audit & Investigation
Taxes Customer Services & Technical Services
Direct Taxes Policy & Legislation Division
Direct Taxes International & Administration Division
Collector General’s Office
Chief Inspector of Taxes
Taxes Audit & Investigation
Taxes Customer Services & Technical Services
Direct Taxes Policy & Legislation Division
Direct Taxes International & Administration Division
Collector General’s Office
Corporate Management Division
Human Resources Division
Indirect Taxes Policy & Legislation Division
Capital Taxes Division
Corporate Management Division
Human Resources Division
Indirect Taxes Policy & Legislation Division
Capital Taxes Division
Chairman
Commissioner Commissioner
Chairman
Commissioner Commissioner
Strategic Planning
Information, Communications Technology & e-Business
Human Resources
Border Midlands West Region
Investigations and Prosecutions
Revenue Solicitor
ChairmanFrank Daly
Commissioner CommissionerJosephine Feehily Michael O’Grady
ChairmanFrank Daly
Commissioner CommissionerJosephine Feehily Michael O’Grady
Customs Operations Policy & Evaluation
Debt Management (Collector General)
Direct Taxes Interpretation & International
Direct Taxes Policy & Legislation
Indirect Taxes
Dublin Region
East & South East Region
South West Region
Large Cases Division
To this …..
Taxes & Duties
Customers
East & South East Region
South-West Region
Border Midlands West Region
DublinRegion
From this …. To this ….
Taxes & Duties
From this (Customer View – 2000)
Taxpayer(e.g. Publican)
CRO
Start up Visit
Tax Clearance
VAT Certification
Payments
Refunds
Inspection
Admin. Policy
PAYE / PRSI
ExciseLicence
CG’s CI’s Local Coll.
Nenagh
CustomHouse
EFT
P35’s TFA’s
Payments
Returns (All)
CI’s CG’s
Local Coll.
Enforcement
Enforcement
CI’s
CG’s
LocalColl.
Enforcement
Income Tax
Corporation Tax
Same as for VAT
Claims, reliefs,allowances, entitlements, etc.
VRT
Vat Refund
BIK
CI’s
CG’s
C&E
*Majority of cases have no import/export transactions and no or infrequent Stamp Duty transactions. For most cases contact is limited to the District and the Collector General/ROS
To this (Customer View – 2005)
Taxpayer(Worst Case)*
District Office
All functions (except as shown)
Stamp Office
Dublin, Cork, Galway
AEP
CG’s OR ROS
Returns/Payments
Stamp Duty
Import/Export
Engaging the Organisation Urgency
• Timely external shock • Change agenda ‘out of the closet’• Government interest• Short-circuited a more prolonged
debate…/
Involvement• Target everybody• Try middle managers on board first
Consultation• Can we really involve all 6,500 staff?• The ‘Revenue Roadshows’
Communication• Reclaiming the ‘radio station’
…/
Visible commitment from top Individual letter to everybody All the Board and MAC involved The ‘powerful princes’ Local chairing of sessions A consistent message
Making it happen From broad structure to detailed
design Small project teams – volunteers Briefing sessions – focus groups Dedicated central communications
function – bulletins – hotline for queries – publication of FAQs
Plenaries (150 people)
The ProcessPlan
High-Level Design
Project Board
Detailed Design
Project Board
Implementation Plan
Project Board
Implementation
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Spring 2001
Winter 2003
Re-energising the Process
Getting ‘bogged down’ in analysis Slow negotiations on the
Industrial Relations front New Chairman – important to
make it clear no change of direction
Therefore
Risks would have to be taken Civil Servants and leaps of faith! Not possible to tie down and validate
every detail in advance Get the fundamentals right and move
on Expect some mistakes Tell the Minister!
Parallel IR Process
Plenary and Bi-lateral All parties would be dealt with
fairly and the same Representation issue 4 out of 5 said yes Proceed Anyway!
Go and do it
Assigned to new leadership positions Dominant figures very publicly
mapped into new roles Ambitious Start-up dates for new
Divisions announced Sceptics were outed Change was for real
Change ‘flags and emblems’ rapidly
Email addresses Corporate stationery Telephones Organisation Charts The magazines – important
symbolic moment! Get people using and used to the
language of the new organisation
Making it happen Shut down for a week? Reconfigure the team with the ball in
play! Implementation Management Group Master inventory of tasks Careful planning of each transition
step Transition managers Planned Incrementalism Communicate! Staff and Unions
Visible Top Management Support
Support managers Steady nerves Firefighting occasional crises
And always Re-affirming the core objectives of
change Focus on the gain
How have we done? Not all plain sailing The vital signs are good Streamlined
governance/management Streamlined customer service Energy and initiative released A high degree of flexibility Business Growth
Most importantly
Compliance moving in the right direction
Public confidence in Revenue being rebuilt
“New” Changes happening more easily
Key Lessons
Initiate Yourself Vision – Articulate it Urgency Culture is Critical Test proposals - suspect defences Process and Pace – Drive momentum Define milestones and celebrate them Communicate!!!
And finally …
Keep the change going The bottom line is still Compliance The Structure is a means to an end Keep reminding people
PMDS Introduced in 2000 Partnership Intensive Group Extensive Training Key is Role Definition Link to Strategy Statement Conversation about Performance 2004 Upward Feedback 2007 Integration with HR policies
and processes
Labour Relations Commission
An important part of the State’s Industrial Relations Machinery
New territory for the public sector…but lots of business!
34% of Conciliations in 2004 Understand it and engage with it