— Inland Revenue

Business Transformation: How Inland Revenue amplifies the voice of the customer

Organisation

Inland Revenue

Industry

Public Sector

Solutions

Test Analysis and Management

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About

As part of its $1.8 billion business transformation project, IR recognised the limitations of traditional IT delivery approaches that prioritise systems testing over customer feedback. This can lead to products that meet technical specifications but do not meet the needs of customers. To address this issue, Assurity was engaged to provide testing services that would involve real customers in the design and development process.

Solution

The approach developed by Assurity involved giving customers access to newly developed functions as they become available and asking them to perform critical actions and tasks using their own data. This allowed developers and technical staff to maintain constant contact with the people for whom the systems were being designed. The approach was both radical and sensible because it exposed customers to as-built functions early in the development process and allowed for real-life experiences to shape the system design and user experience. By meeting IR’s security standards when exposing production-like data externally, Assurity was able to evaluate the impact of services provided to end-users and shape them before finalisation.

“The approach (developed by Assurity) has a high level of pragmatic innovation. It’s simple, but making things simple is always our hardest challenge.”

Rogan Clarke, Director of Digital Change,

Inland Revenue

Results

Assurity’s Customer Interaction Testing (CIT) has enabled IR to engage with thousands of end-users and gather management information on customer interaction. As a result, hundreds of design improvements were identified and implemented, positioning IR services for positive public feedback. By involving customers early in the design and development process, IR has been able to adopt a customer-centric approach that makes it fast, easy, and convenient for customers to do their tax. This approach has driven up compliance and reduced the need for corrective measures. The development of all IR’s digital channels has mirrored the ‘shift-left’ approach, making it easier for people to stay connected with their tax position, similar to online banking. CIT has played a crucial role in helping IR live by its customer-centric ethos and improve long-term compliance.

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