How service design can contribute to creating better tax services (SKAT) - Nielsen, Mølgaard
Transcript of How service design can contribute to creating better tax services (SKAT) - Nielsen, Mølgaard
![Page 1: How service design can contribute to creating better tax services (SKAT) - Nielsen, Mølgaard](https://reader034.fdocuments.us/reader034/viewer/2022042811/5874c37a1a28ab8f508b5d31/html5/thumbnails/1.jpg)
How service design can contribute to
create better tax services
Ronnie Nielsen & Louise Helmer Nielsen
![Page 2: How service design can contribute to creating better tax services (SKAT) - Nielsen, Mølgaard](https://reader034.fdocuments.us/reader034/viewer/2022042811/5874c37a1a28ab8f508b5d31/html5/thumbnails/2.jpg)
Citizens Companies
![Page 3: How service design can contribute to creating better tax services (SKAT) - Nielsen, Mølgaard](https://reader034.fdocuments.us/reader034/viewer/2022042811/5874c37a1a28ab8f508b5d31/html5/thumbnails/3.jpg)
1632
![Page 4: How service design can contribute to creating better tax services (SKAT) - Nielsen, Mølgaard](https://reader034.fdocuments.us/reader034/viewer/2022042811/5874c37a1a28ab8f508b5d31/html5/thumbnails/4.jpg)
![Page 5: How service design can contribute to creating better tax services (SKAT) - Nielsen, Mølgaard](https://reader034.fdocuments.us/reader034/viewer/2022042811/5874c37a1a28ab8f508b5d31/html5/thumbnails/5.jpg)
Who are our customers
?
![Page 6: How service design can contribute to creating better tax services (SKAT) - Nielsen, Mølgaard](https://reader034.fdocuments.us/reader034/viewer/2022042811/5874c37a1a28ab8f508b5d31/html5/thumbnails/6.jpg)
Everyone is
under suspicion
![Page 7: How service design can contribute to creating better tax services (SKAT) - Nielsen, Mølgaard](https://reader034.fdocuments.us/reader034/viewer/2022042811/5874c37a1a28ab8f508b5d31/html5/thumbnails/7.jpg)
We have
different types
of customers
![Page 8: How service design can contribute to creating better tax services (SKAT) - Nielsen, Mølgaard](https://reader034.fdocuments.us/reader034/viewer/2022042811/5874c37a1a28ab8f508b5d31/html5/thumbnails/8.jpg)
Determined
not to
comply
Unwilling to comply,
but can be
influenced
Willing to comply, but
does not always
succeed
Willing and
able to comply
![Page 9: How service design can contribute to creating better tax services (SKAT) - Nielsen, Mølgaard](https://reader034.fdocuments.us/reader034/viewer/2022042811/5874c37a1a28ab8f508b5d31/html5/thumbnails/9.jpg)
Audits &
prosecution
Raised
stakes
Information &
services
![Page 10: How service design can contribute to creating better tax services (SKAT) - Nielsen, Mølgaard](https://reader034.fdocuments.us/reader034/viewer/2022042811/5874c37a1a28ab8f508b5d31/html5/thumbnails/10.jpg)
Every
customer is
different
![Page 11: How service design can contribute to creating better tax services (SKAT) - Nielsen, Mølgaard](https://reader034.fdocuments.us/reader034/viewer/2022042811/5874c37a1a28ab8f508b5d31/html5/thumbnails/11.jpg)
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?
![Page 12: How service design can contribute to creating better tax services (SKAT) - Nielsen, Mølgaard](https://reader034.fdocuments.us/reader034/viewer/2022042811/5874c37a1a28ab8f508b5d31/html5/thumbnails/12.jpg)
”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.”
![Page 13: How service design can contribute to creating better tax services (SKAT) - Nielsen, Mølgaard](https://reader034.fdocuments.us/reader034/viewer/2022042811/5874c37a1a28ab8f508b5d31/html5/thumbnails/13.jpg)
Recent initiatives
Customer panel
Customer segmentation
Customer analysis
Customer-oriented strategy