A Case Study on Taxpayer Segmentation

Glassey, Olivier ; Swiss Public Administration Network (SPAN) ; Swiss Graduate School of Public Administration (IDHEAP)

In: ICEGOV 2008

In this paper we describe a reorganization project that took place between 2004 and 2007 in a Swiss Cantonal tax administration. The information system was built from scratch by adding a new module each year and the organization was transformed accordingly. We will show what the initial objectives were and their evolution as the project went on. We will also describe the lessons learned,... More

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    Summary
    In this paper we describe a reorganization project that took place between 2004 and 2007 in a Swiss Cantonal tax administration. The information system was built from scratch by adding a new module each year and the organization was transformed accordingly. We will show what the initial objectives were and their evolution as the project went on. We will also describe the lessons learned, particularly regarding the automation and semi-automation of tax declaration assessment and more generally in terms of governance.