Closing the tax gap: focusing on customers and costs.

Senior level leaders from tax agencies around the world convened at Capgemini’s learning and conference centre in Les Fontaines in July 2010 to discuss the greatest challenges facing their organizations today: how to close the tax gap, operate in a more customer-centric way, and improve cost-efficiency.

Discussion revolved around enablers of transformation, which included greater use of eServices in the public sector, improving accuracy through automation and process standardization, investment in analytics, and an emphasis on upstream prevention of compliance issues rather than more expensive and time-consuming downstream correction.

Equally, participants shared their views on the challenges of achieving radical change in their organizations under political scrutiny and the need to reduce budget deficits, which has become an overriding priority in many developed countries.