Our client, the Federal Tax Authority (FTA) of the United Arab Emirates, is responsible for collecting taxes across the state. Tasked with improving the administration, operation, and efficiency of this program, they embarked on a major enhancement program.
This enhancement program was a daunting task, requiring major changes in numerous areas. To create an integrated tax administration system, they needed to bring in sophisticated Contact Management and Issue Resolution software. The intent being to streamline workflows, remove redundancies, while minimizing manual work arounds. In addition, key functionality would need to be created to address Reconsiderations, Appeals, Complaints, Reviews, and Objections. There was also a pressing need for a customer facing mobile application, allowing citizens to review information directly, reducing the need for call center support. They swiftly recognized that they would need outside support.
Having worked extensively in the Emirates, Speridian was familiar with the technical architecture and program structures in place there. After careful review, Speridian suggested the adoption of a specific suite of products. These would first need to be adopted, then integrated into a cohesive solution. These products included the following, after which a series of carefully targeted optimizations would take place:
- Implement CMIR using Oracle Siebel CRM to allow citizens to interact with the FTA regarding any queries or requests
- Enable Siebel Mobile to provide a read-only, real time access to the taxpayer
- Enable the email channel to create service requests
- Integrate with PSRM and other components of the E-Tax System
- Enable case management functions to resolve the services requested by the citizens
Oracle Siebel CRM
This integrated solution allowed the Federal Tax Authority to both improve internal operations and customer satisfaction. Streamlining workflows and optimized resources created opportunities to shift focus from basic business into pursuing value-added activities. Citizens no longer needed to call in for information, freeing resources to focus on addressing submitted cases, enhanced monitoring, and improvements to the program that reduced costs and added clarity. It is rare for any citizen to be enthusiastic about tax program changes, but they approved the simplicity and ease that was introduced by the FTA.