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LHDN leverages on APM to monitor their e-services
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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