Subject category:
Production and Operations Management
Published by:
INSEAD
Length: 18 pages
Data source: Field research
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Abstract
The Inland Revenue Authority of Singapore (IRAS) has made major progress in serving its citizen customers in the period 1992-2000. Both the introduction of quality management and some major re-engineering projects were important factors in this improvement. However, due to the annual cycle that is typical for tax collection, there are still periods in which it is difficult to maintain the high service level standards that IRAS is achieving during the rest of the year. Perhaps Internet technologies can come to the rescue.
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Abstract
The Inland Revenue Authority of Singapore (IRAS) has made major progress in serving its citizen customers in the period 1992-2000. Both the introduction of quality management and some major re-engineering projects were important factors in this improvement. However, due to the annual cycle that is typical for tax collection, there are still periods in which it is difficult to maintain the high service level standards that IRAS is achieving during the rest of the year. Perhaps Internet technologies can come to the rescue.