20 Year-Old Systems in the 21st Century
The Australian Capital Territory (ACT) is home to roughly half a million people, which for the ACT Revenue Office equates to more than $2 billion a year in taxation revenue.
The Revenue Office’s responsibilities include collecting Payroll Tax and Rates and holding in trust rental bonds between agents, lessors, and tenants. It deals with over 4,000 businesses, 175,000 rate-payers, 15,000 concession holders, 250 real estate agents, and 800 lessors, processing over 12,000 conveyance transactions per year.
However, in a world that's becoming increasingly digital and technology-driven, a lot of Revenue Office processes had remained manual, time-intensive and paper-based—for citizens and employees alike. Historically, a lack of connectivity meant back-office staff had to rekey data taxpayers had submitted via web-forms. It took weeks to gain insight from reporting, which sometimes proved unreliable. End-to-end processing for tenant refund requests could take the best part of a month; and payroll tax lodgments were often suspended while office staff dealt with taxpayer data entry errors.
“We had multiple legacy systems—some up to 20 years old,” says Domenic Dichiera, Senior Director of Business Systems at ACT Revenue Office. “They didn’t communicate with each other, which led to lots of manual workarounds. It was impossible to gain enterprise-wide reporting.”