Enabling digital government through e-services : second-wave reengineering in the Inland Revenue Authority of Singapore
This case provides a comprehensive account of how IRAS successfully managed an IT-enabled transformation to achieve dramatic improvement in tax collection, increased taxpayer satisfaction, and enhanced effectiveness of taxpayer compliance. It charts IRAS' 10-year journey over two broad phases....
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| Other Authors: | |
| Format: | Case Study |
| Language: | English |
| Published: |
2013
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| Online Access: | https://hdl.handle.net/10356/100077 http://hdl.handle.net/10220/13557 http://www.asiacase.com/case/ntuAbcc/iras.html |
| _version_ | 1826116454702907392 |
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| author | Neo, Boon Siong Sia, Siew Kien |
| author2 | Nanyang Business School |
| author_facet | Nanyang Business School Neo, Boon Siong Sia, Siew Kien |
| author_sort | Neo, Boon Siong |
| collection | NTU |
| description | This case provides a comprehensive account of how IRAS successfully managed an IT-enabled transformation to achieve dramatic improvement in tax collection, increased taxpayer satisfaction, and enhanced effectiveness of taxpayer compliance. It charts IRAS' 10-year journey over two broad phases. Phase 1 (1993-1998) sees its embarkation on massive reengineering through cross tax type integration and the implementation of a $69m mass-production Inland Revenue Integrated System (IRIS) under the leadership of Mr. Koh Yong Guan, then Commissioner during that period.
With the change of Commissioner to Mr. Koh Cher Siang, Phase 2 (1998 onwards) began with an imperative to sustain the tremendous early success. However, hardly two years into stable operations, the trade-offs related to the earlier success resurfaced. Moreover, the meteoric rise of Internet as a platform for e-government services also threw up the dilemma of yet another wave of radical change in IRAS' quest to be among the world's best tax administrators. Period covered 1993 – 2003 |
| first_indexed | 2024-10-01T04:11:40Z |
| format | Case Study |
| id | ntu-10356/100077 |
| institution | Nanyang Technological University |
| language | English |
| last_indexed | 2024-10-01T04:11:40Z |
| publishDate | 2013 |
| record_format | dspace |
| spelling | ntu-10356/1000772023-05-19T06:44:43Z Enabling digital government through e-services : second-wave reengineering in the Inland Revenue Authority of Singapore Neo, Boon Siong Sia, Siew Kien Nanyang Business School Inland Revenue Authority of Singapore (IRAS) Asian Business Case Centre DRNTU::Business This case provides a comprehensive account of how IRAS successfully managed an IT-enabled transformation to achieve dramatic improvement in tax collection, increased taxpayer satisfaction, and enhanced effectiveness of taxpayer compliance. It charts IRAS' 10-year journey over two broad phases. Phase 1 (1993-1998) sees its embarkation on massive reengineering through cross tax type integration and the implementation of a $69m mass-production Inland Revenue Integrated System (IRIS) under the leadership of Mr. Koh Yong Guan, then Commissioner during that period. With the change of Commissioner to Mr. Koh Cher Siang, Phase 2 (1998 onwards) began with an imperative to sustain the tremendous early success. However, hardly two years into stable operations, the trade-offs related to the earlier success resurfaced. Moreover, the meteoric rise of Internet as a platform for e-government services also threw up the dilemma of yet another wave of radical change in IRAS' quest to be among the world's best tax administrators. Period covered 1993 – 2003 2013-09-20T01:46:23Z 2019-12-06T20:16:17Z 2013-09-20T01:46:23Z 2019-12-06T20:16:17Z 2003 2003 Case Study Neo, B. S. & Sia, S. K. (2003). Enabling digital government through e-services : second-wave reengineering in the Inland Revenue Authority of Singapore. Singapore : the Asian Business Case Centre, Nanyang Technological University. https://hdl.handle.net/10356/100077 http://hdl.handle.net/10220/13557 http://www.asiacase.com/case/ntuAbcc/iras.html en © 2003 Nanyang Technological University, Singapore. 16 p. application/pdf |
| spellingShingle | DRNTU::Business Neo, Boon Siong Sia, Siew Kien Enabling digital government through e-services : second-wave reengineering in the Inland Revenue Authority of Singapore |
| title | Enabling digital government through e-services : second-wave reengineering in the Inland Revenue Authority of Singapore |
| title_full | Enabling digital government through e-services : second-wave reengineering in the Inland Revenue Authority of Singapore |
| title_fullStr | Enabling digital government through e-services : second-wave reengineering in the Inland Revenue Authority of Singapore |
| title_full_unstemmed | Enabling digital government through e-services : second-wave reengineering in the Inland Revenue Authority of Singapore |
| title_short | Enabling digital government through e-services : second-wave reengineering in the Inland Revenue Authority of Singapore |
| title_sort | enabling digital government through e services second wave reengineering in the inland revenue authority of singapore |
| topic | DRNTU::Business |
| url | https://hdl.handle.net/10356/100077 http://hdl.handle.net/10220/13557 http://www.asiacase.com/case/ntuAbcc/iras.html |
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