a case study on taxpayer segmentation
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 present the initial objectives of the project and discuss how these objectives evolved with time. 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.
reorganization automation taxation process reengineering it governance