TAKO – Moms

“TAKO – Moms” is the result of a project with the goal of developing a Minimum Viable Product to help tax administration service workers with customer service. TAKO is an online overview of all customers, which was created by the service workers themselves in collaboration with programmers. This process resulted in both exceptional improvements in the payment of VAT’s as well as large evolutions in the skills of the workers, without launching a high-cost project.

Innovation Summary

Innovation Overview

For many years, one of the most important jobs of any tax administration, has been servicing the tax paying citizens and corporations. Taxes are a complicated matter, and for this reason many tax payers call the administration for help or with questions. In the Danish administration, handling these inquiries have caused major challenges for the customer service workers, with regards to VAT’s. These challenges originated, in part, from a lack of overview of all tax issues. This meant, that every inquiry caused service workers to look up many different online channels, just to service a single taxpayer.

In 2016 a project to solve these challenges was set up. The goal was to examine the possibility of developing a Minimum Viable Product, which gathers all tax payer information in one overview. The product was created to cause instant improvement in the services, as well to serve as a benchmark for future improvements in this field.

The project was initiated by the customer service workers themselves with the hopes of receiving new software to support their work. However, as the newest software solutions in this area are costly, the project was limited to developing a cost-free solution. Inspired by the newest software solutions, a series of smaller-scale procedures were performed, with the service workers working side by side with IT-developers.

These procedures resulted in “TAKO”, an online overview of all VAT-related information regarding every taxpayer or corporation. Its goal was to improve the conditions of the service workers, and thereby also the taxpayers. It made it easier for the service workers to answer VAT-related questions and improve the taxpayer’s knowledge of their current situation. This is because the old process required the workers to investigate several different systems to view all available information.

TAKO is a product of many pre-tests, several tests with control groups and, importantly, cooperation between experienced service workers and newly hired developers. This cooperation was the foundation of the entire project and allowed for a great product.

All the involved parties received technical knowledge and understanding of tax related processes, all of which have been used to support projects in other departments. The fact that the project was openly a Minimal Viable Product allowed space for experimentation and exploration inside the evaluation framework.
Additionally, TAKO resulted in a rise in both the payments of VAT debt, as well as an increasing fraction of firms with registered contact information. The latter fraction saw a rise by 26 percentage points after implementing TAKO. The effect of TAKO was measured in the fraction of firms who were debt free regarding VAT’s 4 weeks after contacting the administration. This fraction was 8 percentage points larger after implementing TAKO compared to previously.

In conclusion, TAKO allowed for a low-cost solution to a very large problem. Not only did the project improve the fraction of corporations who pay VAT’s on time, but also educated tax workers in several areas. The knowledge gained from working with TAKO has been an asset in several other projects. The latter result is essential, as it clarifies the project as a success, and allows TAKO to serve as a benchmark for future projects, both in the tax administration and in other government agencies.

Innovation Description

Innovation Development

Innovation Reflections

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Year: 2018
Level of government: National/Federal government

Status:

  • Diffusing Lessons - using what was learnt to inform other projects and understanding how the innovation can be applied in other ways

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