How service design can contribute to creating better tax services (SKAT) - Nielsen, Mølgaard
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ServDes 2016
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How service design can contribute to creating better tax services (SKAT) - Nielsen, Mølgaard
- 1. How service design can contribute to create better tax services Ronnie Nielsen & Louise Helmer Nielsen
- 3. 1632
- 5. Who are our customers ?
- 7. We have different types of customers
- 8. Determined not to comply Unwilling to comply, but can be influenced Willing to comply, but does not always succeed Willing and able to comply
- 11. Awareness: are taxpayers aware of their obligations? Ability: are taxpayers able to comply? Motivation: are taxpayers willing to comply? Why do some taxpayers stumble on the stairs?
- 12. ”She actually seemed to really care about my situation... It is good to know that they pay attention to how their actions affect people... That left a really positive impression.”
- 13. Recent initiatives Customer panel Customer segmentation Customer analysis Customer-oriented strategy