Chapter 4. The Connected Revenue Agency: Stansylvania’s Tax Administration Learns to Love Change
Walter Matthews, assistant secretary of information technology, and Frank White, the commissioner of Stansylvania’s[1] Revenue Agency (Revenue), chatted enthusiastically with the well-wishers at the Digital Media awards in January 2004. Their smart tuxedos and starched shirts could barely contain their pride as government and private-sector colleagues recognized Stansylvania’s tax agency for its eRevenue System (eRS). Through fifteen years of effort—“Internet time” notwithstanding—Revenue had established one of the most effective and agile tax collection processes in the world. In fact, eRS was the highly visible tip of a proverbial iceberg.
Revenue ...
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