Driving and embracing change in credit and collection processes (Dutch tax administration)
The collection process of the Dutch tax administration was in urgent need of an overhaul. A comprehensive approach turned out to be successful. As the project was implemented step by step, this resulted in the desired outcome. Using MSP proved to be very useful.
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Improving quality of services to private persons and enterprises (Dutch tax administration)
This case shows how the Dutch tax administration changed from a bureaucratic organization purely focused on applying tax laws, into a customer-oriented governmental organization. A clear vision statement and an in-depth analysis of problems and issues resulted in a phased change process.
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A new approach to small and medium-sized enterprises (Dutch tax administration)
An outcome-focused approach that started with an analysis of the actual needs of the customer resulted within a period of 2 months in a vision statement and a new approach.
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Selection of a standardized IT package: How does it work?
Buying an IT market solution is a complex challenge, especially when the IT application should support a large-volume collection process with € 150 billion revenues. This case shows that an innovative approach of using a tender procedure can help you to make the right selection.
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