Ce diaporama a bien été signalé.
Nous utilisons votre profil LinkedIn et vos données d’activité pour vous proposer des publicités personnalisées et pertinentes. Vous pouvez changer vos préférences de publicités à tout moment.

Emerging Technologies for Revenue Agencies - Accenture Research

Emerging technologies have ushered in a new era of capability for revenue agencies. But how far have they progressed with these technologies? What exist to further development? And what can be done to speed up their implementation? Accenture’s Public Service Emerging Technologies Research surveyed nearly 800 public service technology leaders, in nine countries, to shed light on these questions.

Les commentaires sont fermés

  • Identifiez-vous pour voir les commentaires

  • Soyez le premier à aimer ceci

Emerging Technologies for Revenue Agencies - Accenture Research

  1. 1. EMERGING TECHNOLOGIES FOR AGENCIESAccenture Public Service Emerging Technologies Research REVENUE
  2. 2. REACHING OUT TO A NEW LEVEL OF CAPABILITY EMERGING TECHNOLOGIES – advanced analytics, predictive modeling, machine learning, automation, biometrics and natural language processing – have ushered in a new era of capability for revenue agencies, in much the same way that computerization did in the 1960s and 70s. But how far have revenue agencies progressed with these technologies? What exist to further development? And what can be done to speed up their implementation? Accenture’s Public Service Emerging Technologies Research surveyed nearly 800 public service technology leaders, in nine countries, to shed light on these questions.
  3. 3. Revenue agencies lead the way Revenue agencies are well aware of the potential benefits of this new wave of technologies – and they know that these benefits are badly needed. In fact, revenue agencies have a greater sense of urgency than other public services, recognizing the limitations and negative consequences of a failure to adopt emerging technologies such as data analytics and predictive modeling. Many have already developed analytics functions building capabilities in data collection, curation, and the application of advanced analytics. These capabilities are readily applicable to other emerging technologies, so having these in place speeds the route to intelligent automation, machine learning, biometrics and others. of revenue agencies expect to be less able to meet service demands (Other public services: 56%) If they don’t implement intelligent technologies over the next two years: of revenue agencies expect to be less able to attract skilled workers (Other public services: 54%) 66% 63%
  4. 4. Building on progress in analytics Revenue agencies have progressed further in their use of advanced analytics and predictive modeling than other public services. Much of their progress has been in audit case selection and prioritization, but revenue agencies have also expanded their use of data into debt management, customer service improvement and non-compliance prevention. They are also making greater use of open source technologies, bespoke models for specific risk types and unstructured data, and are integrating new data of revenue agencies are implementing/piloting advanced analytics and/or predictive modeling (Other public services: 63%) of revenue agencies are aware of advanced analytics tax administrations in the OECD are using advanced analytics for audit case selection and prioritization(1) 78% 96% 15 16
  5. 5. Turning analysis into intelligent action Data analytics can’t redefine revenue agencies on its own: it can’t complete tasks, answer queries, execute strategies or process the overwhelming volume of transactions that agencies must cope with. Other technologies will be needed for agencies to become more pre-emptive, collaborative and agile. Emerging intelligent automation technologies already offer enormous potential in this area - from robotic process automation(2) to systems that continuously “learn” from interactions with users and other digital systems. While the vast majority of revenue agency respondents are aware of intelligent automation, just a small minority have implemented or piloted it. But the high awareness suggests that intelligent automation will be a key focus for revenue agencies in the near future. of revenue agencies are aware of intelligent automation of revenue agencies are Implemented/piloted intelligent automation 92% 21%
  6. 6. The fundamental shift for us as an organization is to go from a regulator that remediates things that have gone wrong, to being a facilitator that helps things to occur right from the start. Mike Cunnington, Deputy Commissioner for Information Intelligence & Communications at Inland Revenue New Zealand
  7. 7. The high-value workforce Implementing emerging technologies requires an evolution of human roles. These technologies are decades from being a replacement for human intelligence; instead, it is designed to augment the capabilities of the human workers and help relieve the burden of mundane and repetitive jobs. of revenue agencies believe that emerging technologies will boost current employees’ job satisfaction 79%
  8. 8. The greatest impact of these technologies will be the reduction of the amount of manual labor that is needed to be carried out by the workforce. Thereby, mistakes will be reduced and compliance will be enhanced, while at the same time employees will have to spend less time on routine and time-consuming tasks. Abuzer Firat, (Department IT Automation for Tax/Revenue), Germany
  9. 9. Adapting to continuous change Embracing the potential of transformative technologies demands deep structural reorganization – from high-level strategy to IT systems, processes and job descriptions. On the whole, respondents to our survey have already made good progress in evolving their processes and business models. But change is slower when it comes to the habits, preferences and job descriptions: only 41 percent have made structural changes to their workforces to implement emerging technologies. of revenue agencies changed their day-to-day processes To accommodate emerging technologies: have adapted their business models 80% 67%
  10. 10. Case Study The right framework and capabilities to evolve the workforce are crucial – something the Dutch tax administration (Belastingdienst) recognizes. It has formed a dedicated change management team of psychologists and behavioral scientists support of the workforce for the technologies and helps workers – many of whom have been doing the same work, the same way, for many years – to adjust.(3)
  11. 11. The new mandate for business and technical leaders Yet it is not just the workforce that needs support to adopt emerging technologies. Our survey finds a significant gulf of knowledge and support among senior leaders – a deficit that may well prove to be the major barrier to implementation. While senior leaders are bringing in experts from outside to work on the nuts and bolts of transformation, their personal confidence and mandate for this way forward is critical. One strategy is to drive demonstrations of technology in action. of revenue agencies report that senior leadership are informed about emerging technologies and their potential identify a lack of leadership support and/or understanding as a top three barrier to adopting more intelligent technologies 39% 52%
  12. 12. Being able to put a working prototype app – which included a voice biometric – in senior executives’ hands, and let them experience it, really was the linchpin that got us over the line in terms of concept. Venetia Blackman, Assistant Commissioner for Digital Program
  13. 13. R&D in the revenue agency Emerging technology development will often require research and development (R&D) and formal innovation programs to tailor approaches to the specific requirements of agencies. As such, revenue agencies need to fund and support these programs to allow emerging technologies to flourish. Research in the private sector shows how important this is: some 63 percent of companies that have innovation strategies report being skilled at using big data to solve business problems, compared with just 13 percent of those without a strategy. Leading tax agencies are already demonstrating that R&D is critical to success: many already have innovation strategies in place and some are using approaches that are much more Silicon Valley than public service. of revenue agencies have employed dedicated R&D/innovation leads 57%
  14. 14. Case Study In mid-2015, the ATO launched a “sandbox” environment – the RAD Lab – which allows for experimental projects, new private sector. It has already had some major successes, developing new capabilities and increasing the speed to market for emerging technology applications.
  15. 15. The public service is used to getting a funding allocation from government and then spending it over several years, In our world it doesn’t work like that. Greg Williams, Deputy Commissioner for the Smarter Data Program at the Australian Taxation Office (ATO).
  16. 16. Private sector progress Revenue agencies can learn a lot from organizations that invest heavily in R&D. PayPal, for example, assesses risks by combining several analytics techniques – including conventional (linear) algorithms, neural networks and complex deep-learning systems. This creates something akin to a panel, or a jury, of analytical models, with each voting for an outcome (e.g. whether a customer is trustworthy or not) and delivering verdicts in milliseconds.(5) Some revenue agencies are already experimenting in these more advanced areas pioneered in the private sector – often in applications that blend various emerging technologies. For example, voice authentication technology incorporates aspects of biometrics, natural language processing and intelligent automation.(6) of revenue agencies track the private sector’s successful use of new technologies are open to public-private partnerships and new commercial models are considering as-a-service models in place of in-house development have been helped by the private sector to meet customer/citizen demand 79% 68% 72% 67%
  17. 17. In certain circumstances, what I'm hearing now is that the private sector is actually looking at us as an organization to follow. Venetia Blackman, Assistant Commissioner for Digital Program
  18. 18. REMODELING REVENUE According to the OECD research spanning 56 countries, 40 percent of tax administrations are being asked to do more, including managing additional activities and amalgamating with other services. At the same time, 60 percent are coping with fewer staff, with significant reductions in Australia, Netherlands, the U.K. and the U.S.(7) It is a massive challenge for organizations to maintain and improve services and performance under this pressure to do more with less. Automation, analytics, biometrics and other technologies are a key way – arguably the only way – in which agencies can cope with demand and meet expectations. But it is about more than that. These innovations represent a major transformative shift. Once completed, the revenue agency will be redefined as a seamless enabler of economic activity and effective government.
  19. 19. OECD, Advanced Analytics for Better Tax Administration: Putting Data to Work. OECD Publishing, 2016. (Research included Australia, Canada, China, Finland, France, Ireland, Malaysia, Mexico, the Netherlands, New Zealand, Norway, Singapore, Sweden, Switzer land, the U.K. and the U.S.) REFERENCES : (3) OECD. Advanced Analytics for Better Tax Administration: Putting Data to Work. OECD Publishing. 2016. (5) (6) (1) (4) (2) (7) OECD, Tax Administration 2015: Comparative Information on OECD and Other Advanced and Emerging Economies. OECD. Publishing Paris. 2015 Narrative Science. Outlook on Artifical Intelligence in the Center to Drive Efficiency, Better Experience. 14 July 2015 Enterprise 2016.2016. Eric Knorr. How PayPal beats the bad guys with machine learning. InfoWorld. 13 April 2015 Robotic process automation uses software to automatically complete repetitive, structured, rules-based tasks, such as transaction processing, data manipulation and communication between two or more digital systems. AUTHOR : David Regan, Global Managing Director, Accenture Revenue industry group https://ie.linkedin.com/in/davidreganaccenture https://ie.linkedin.com/in/davidreganaccenture https://ie.linkedin.com/in/davidreganaccenture https://ie.linkedin.com/in/davidreganaccenture https://ie.linkedin.com/in/davidreganaccenture https://ie.linkedin.com/in/davidreganaccenture https://ie.linkedin.com/in/davidreganaccenture https://ie.linkedin.com/in/davidreganaccenture https://ie.linkedin.com/in/davidreganaccenture https://ie.linkedin.com/in/davidreganaccenture https://ie.linkedin.com/in/davidreganaccenture https://ie.linkedin.com/in/davidreganaccenture https://ie.linkedin.com/in/davidreganaccenture https://ie.linkedin.com/in/davidreganaccenture https://ie.linkedin.com/in/davidreganaccenture https://ie.linkedin.com/in/davidreganaccenture https://ie.linkedin.com/in/davidreganaccenture https://twitter.com/David_M_Regan https://twitter.com/David_M_Regan https://twitter.com/David_M_Regan https://twitter.com/David_M_Regan https://twitter.com/David_M_Regan https://twitter.com/David_M_Regan https://twitter.com/David_M_Regan https://twitter.com/David_M_Regan https://twitter.com/David_M_Regan https://twitter.com/David_M_Regan https://twitter.com/David_M_Regan https://twitter.com/David_M_Regan https://twitter.com/David_M_Regan https://twitter.com/David_M_Regan https://twitter.com/David_M_Regan https://twitter.com/David_M_Regan https://twitter.com/David_M_Regan
  20. 20. About the research The Accenture Public Service Emerging Technologies Research surveyed 774 IT leaders from public service organizations in nine countries (Australia, Finland, France, Germany, Japan, Norway, Singapore, the U.K. and the U.S.). The telephone survey (CATI) was conducted by Longitude Research between April and May 2016. The survey was supplemented by in-depth qualitative interviews with experts across these countries. About Accenture Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions – underpinned by the world’s largest delivery network – Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With approximately 373,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. Visit us at: Accenture.com Copyright © 2017 Accenture All rights reserved. Accenture, its logo, and High performance. Delivered. are trademarks of Accenture.
  21. 21. FIND OUT MORE www.accenture.com/us-en/insight-new-revenue-agencieshttps://www.accenture.com/us-en/insight-new-revenue-agencies?src=SOMS&c=psv_emergrchfy17_10000001&n=otc_0417

×