Revenue Case Study Norman Gillanders
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Transcript of Revenue Case Study Norman Gillanders
1
Background – Piloting a new Organisational Structure
1. My own background.
2. Long planning process – needed to move on.
3. Volunteered in 2000 – given job in 2001.
4. Selected team – started work in May 2001.
- based in Kilkenny
- had other job in Dublin.
5. Cultural background
- C&E
- Taxes
- General unease about change
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Scale of Things
Original Extended
Staff 500 750
Locations 14 22
Counties 6 9
Employees 160,000 220,000
Businesses 54,000 105,000
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The First Round of Work
1. Brainstorming and Project Plan.
2. Inventories.
3. Consultation – formal and informal.
4. Design blueprints – options discussed.
5. Plan to Revenue MAC in October 2001.
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The Plan – High Level Design
1. Set-out design constraints.
2. Proposed new structures.
3. Proposed one important principle-flexibility.
4. Radical re-organisation of case base.
5. Accepted.
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2002 – Key Year
1. Early part – intensive IR-national.
2. We concentrated on communications.
3. Took over resources/Business Plans-July.
4. Detailed design in November 2002.
5. Full structure phased in across country in 2003.
6. Region “gifted” three more counties
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Issues
1. Combine vision and communications, with
2. Careful attention to detail.
3. Repeat, Repeat, Repeat ….. ….. …..Assurance
4. Open communications, structured, consistent.
5. Team was crucial.
6. Resilience and stubborness!
7. No new permanent state – change is the norm!
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Are we Finished – No!
1. Better links between National HQ and Regions.
2. New risk management system.
3. Solve customer service problems.
4. Continuity as people retire.
5. Refurbish our technical capacity.
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Why did I Volunteer?
1. I believed in need for new structure!
2. Sensed supporting coalition on MAC.
3. Sensed “political” need for change.
4. Challenge – why be an Assistant Secretary unless you make a difference?
5. Risk-tolerant: Comfortable with ambiguity.
6. Tapped into institutional support and other teams.
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1. China Story.
2. Breakthrough change.
3. Change experienced as bereavement.
4. Eating the Dogs.
