1. State Tax Inspectorate (Lithuania)Fully digital eGovernment Conference 14th - 15th November, 2013, Vilnius, Lithuania

2. Transition towards fully digital. (2004) e-declaration system2/42(2012) Information system for education, consulting & information provision e-services for tax payers (e. STI) 3. Challenges: Citizens & Business before 20043/42 4. Challenges: Citizens & Business before 20044/42 5. Challenges: Tax Inspectorate before 20045/42 6. Challenges: Tax Inspectorate before 20046/42 7. Changes in declaration after 20047/42Fully digital processes: 1. E-declarations pre-filled with data received from third parties, e.g. employers 2. Informing taxpayers about document processing results and identified errors 3. Informing taxpayers about their obligation to submit non-submitted and missing taxpayer returns 4. Reduced calculation errors 5. Less complex calculations 8. Benefits: Citizens & Business before 20048/42after 2004 9. Benefits: Tax Inspectorate before 20049/42after 2004 10. Interesting facts January September 2013: 4.4 million declarations submitted; 3.9 million - electronically -> 90% Natural persons: 2 million declarations submitted; 1.7 million - electronically -> 84% Legal persons: 2.3 million declarations submitted; 2.2 million - electronically -> 95%10/42 11. Transition towards fully digital. (2004) e-declaration system11/42(2012) Information system for education, consulting & information provision e-services for tax payers (e. STI) 12. In 2010 tax payers preferred electronic services -> up to 90 % tax payers online consultations -> up to 46 % tax payers online trainings -> up to 42 % tax payers self-services -> Reasons: faster, more accurate12/42 13. Key e. STI results13/42 14. e. STI services groups 1. Register tax payers 2. Register VAT payers 3. Register natural persons providing business services 4. Manage tax accounting data 5. Excise services 6. Declaration services 7. Education and consulting services 8. Order sertificates and other documents 9. Send reminders to declare / pay taxes 10. Other14/42 15. e. STI benefits 1. Single Point of Contact (SPoC) for tax payers 2. New and more effective channel for tax payers and STI specialist to: Get / provide services Consult & communicate Learn / educate3. Saved resources (time, money, etc.) of tax payers and STI15/42 16. [vedlys any citizen / business can...]16/42 17. Interesting facts January October 2013: number of My STI users increased from ~45.000 to more than 280.000 users -> more than 6 times During October 2013: first month after the launch ~900 electronic inquiries to consult about tax related questions received -> morethan 73% of all written inquiries17/42 18. Interesting facts April November 2013:E-assistant already answered more then 15.000 questions Most common questions:Related to registering natural persons providing business services18/42 19. Various changes had to be made to create e. STI Processes19/42TechnologyOrganizationUsers 20. Changes ProcessesTechnologyOrganizationUsersProcess 1. Merged services, reduced number of application forms. re-engineering: Now they are easier to find and order for tax payer, and less time consuming to administer for STI20/42 21. Changes ProcessesTechnologyOrganizationUsersProcess 2. Pre-filled application forms. Now they save time needed to re-engineering: fill-in and check the form, and reduce incorrect data submission21/42 22. Changes ProcessesTechnologyOrganizationUsersProcess 3. Eliminated redundant data entry fields, process steps, e.g. various re-engineering: reports, obligations that are redundant to make the decision. Now they reduce administrative burden for citizens and businesses22/42 23. Changes ProcessesTechnologyOrganizationUsersProcess 4. Incorporated automatic activities: verifications, controls, e.g. re-engineering: automatic verification of VAT payers, liabilities for social insurance. Now they make service information more accurate and eliminate user activities23/42 24. Changes ProcessesTechnologyOrganizationUsersProcess 5. Document eliminated as a result (where possible); instead - record re-engineering: in the register which is easily accessible anytime by anyone24/42 25. [vedlys small business owner can..., apimantis ir turimo VL patikrinim portale]25/42 26. Interesting facts January October 2013 STI registered electronically: more than 28.000 natural persons providing business services -> ~13% of all registrations more than 30.000 tax payers -> ~66% of all registrations26/42 27. Interesting facts Registration document eliminated as a result business partners, controlling institutions, other parties are able to access registration data publically Certificate ................ ................ ................27/42 28. Changes ProcessesTechnologyNew e-services (mainly self services):28/42OrganizationUsers1. Personalized tax payers account, calendar 2. E-seminars & registration 3. E-assistant 4. E-forums 5. Reminders for tax payers 6. E-shop, e-auctions 29. Changes ProcessesTechnologyOrganizationUsers Integration of STI information systems (Oracle Fusion Middleware solution) Development of e-services platform (BPM and BPEL implementation) New Portal & new content management tool E-services integration with other institutions using SOA architecture 29/42 30. Changes Processes30/42TechnologyOrganizationUsers 31. Changes ProcessesTechnologyOrganizationUsersUsage of horizontal ICT enablers: eIdentity - online identification, and authentication eDocuments means to sign documents electronically Authentic sources data from other national Lithuanian registers are used Single Sign On - access to multiple systems without the need to log in multiple times31/42 32. Changes ProcessesTechnologyOrganizationUsers Correction, creation of legal base to ensure legal e-services provision Centralizing provision of some services, i.e. tasks are executed by centrally assigned employees Some services will be provided only online, e.g. registration of excise subjects Promotion, incentives to use digital services32/42 33. Changes ProcessesTechnologyOrganizationUsers One Single Point of Contact - all STI services, other information can be received in one place Self-services created no need to contact STI Segmented information Personalized information33/42 34. Changes ProcessesTechnologyOrganizationUsersWhen using e-services: Applications are pre-filled, can be filled based on previously submitted data Automatic controls minimize errors and reduce number of correction cycles Results, notifications are received faster34/42 35. [vedlys accountant can...]35/42 36. Interesting facts March October 2013: ~35.000 applications to retrieve tax overpayment (difference) submitted electronically -> ~70% Possibility pay taxes or other payment electronically via 8 different banks36/42 37. in 2013 STI fully digital, all services can be reached online37/42 38. 38/42 39. I can get e-servicesI can get online consultations39/42I can get personal taxrelated info, selfservices I can get online trainings 40. [vedlys STI can...]40/42 41. Interesting facts 99 % STI employees use e. STI in their everyday activities. 62 % STI employees use My STI to fulfil their duties. January October 2013: STI sent more than 180 thousand reminders to declare / pay taxes The largest batch of reminders (22,103) was sent for Legal persons to remind about Corporate tax on 2013-05-28 41/42