Making national tax-collection less tolling

With a vision to deliver a seamless, state of the art user experience across every public touchpoint, The Norwegian Tax Administration (Skatteetaten) has embarked on a large scale programme of transforming the tax collecting process.

With a budget of close to 4 billion NKK, the massive project will touch large parts of the public sector while also involving a large number of private stakeholders as well.

Our role in the project was to facilitate a design-driven innovation process, with 50 participants from inside and outside the Tax Administration to cover the large scope of the transformation programme. These included tax experts, business developers, economists, lawyers, designers, change management specialists and technologists. With this expanded group, we gathered and mapped relevant insights with a view to establishing a common ground for understanding both challenges and opportunities found in the programme. These insights included specific issues related to taxing such as mapping stakeholders, investigating tax-collecting trends and researching user pains – but they also included a broader perspective, looking at household management trends, trust in public service and emerging technologies and their potential.

An essential part of this process was creating a collective intuition for all stakeholders towards the new ways of working and how to approach and react to any complex challenges that would surface during the process.

After the initial phase, the programme was organised around smaller autonomous teams tasked to develop targeted solutions that tapped into the larger challenge. Our ongoing role in this is to facilitate the creative process in the smaller teams by coaching, teaching and defining new service concepts. Doing this, we involve external and internal stakeholders when relevant while also ensuring that the solutions stay on target in relation to the bigger picture – to create a seamless user journey across every tax touchpoint.

The project has now entered a prototyping phase, where we are establishing new service concepts to try and test in preparation for a large scale roll-out.