Improving Service Delivery

Revenue Scotland is undertaking a programme of work to redesign and optimise service delivery.

The organisation is currently conducting a programme of work to realign business practices, processes and guidance, and replacing the Scottish Electronic Tax System (SETS).

Opportunity for service improvement

Following an extensive open and transparent procurement process, the contract for the development of the replacement tax administration and management solution has been awarded to Northgate Public Services UK Ltd.

Northgate Public Services will work together with Revenue Scotland to deliver the new technology, which will be the primary administrative system for tax operations and will continue to provide a public-facing platform for taxpayers and agents to interact with the organisation.

The work will not only replace the technology. The change in technology will enable Revenue Scotland to improve business processes, procedures and guidance, building on experiences, to ensure the most efficient and effective service delivery to tax payers and their agents.

Benefits for agents and taxpayers

Creating a better system and service by ensuring:

  • Quality
  • Consistency
  • Efficiency
  • Flexibility
  • Reliability
  • Accuracy
  • Better communication
  • Enhanced customer service

How to be involved

Revenue Scotland is working closely with users and stakeholders to understand their needs in terms of the system, processes and transition. The tax authority welcomes feedback and will be offering opportunities to participate.

To provide feedback, get involved or learn more about the programme, contact: servicedesign@revenue.scot.

Last updated: 
10 October 2018

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Updated date: 2018-05-30 16:51
Version ID: 2080
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