Dutch Tax Service - Working on results anytime, anywhere
Introducing new ways of working at service divisions of the Tax and Customs Administration
Working on results anytime, anywhere
Using this slogan, the Dutch Tax Authorities have started developing and implementing an extensive program with the aim of promoting the new ways of working within its service divisions.
The Ministry of Finance, in collaboration with the Center for Knowledge and Communication (CKC), has formed an expert team to support tax offices throughout the Netherlands with the introduction of new ways of working.
assau supported the program director in the development and implementation of the HNW program (from vision to practice), contributed to the professionalization of the HNW team and helped various departments of the Tax Authorities with the introduction of HNW (Amsterdam, Eindhoven, Arnhem and Nijmegen).
Four objectives
The objective of the Tax and Customs Administration when introducing HNW was 4-fold:
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Even better service to citizens and companies, by improving supervision and services and thereby increasing compliance
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Continue to work on social duty to organize work more effectively and efficiently and to facilitate it optimally
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Creating adequate working environments for employees that contribute to an optimal result, better cooperation and better work-life balance
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Connecting developments in a virtual, mental and physical environment - with and in the work of the Tax and Customs Administration
Contribution of the New Way of Working
The added value of the New Way of Working should ultimately be reflected in more effective collaboration and improved performance. The physical work environment and ICT serve as enablers, supporting the behaviours needed to achieve these outcomes.
In this way, the New Way of Working contributes to the Tax and Customs Administration’s ongoing objectives: delivering its core responsibilities, ensuring effective operations, strengthening supervision, and improving organisational efficiency.
“The New Way of Working Programme has brought together knowledge and experience and ensured a strong and coordinated approach to implementing the New Way of Working throughout our organisation. It helps us take the next steps towards becoming the organisation we want to be: modern and efficient, focused on delivering results for citizens and businesses.”
- Peter Veld
Director-General, Tax and Customs Administration
"The HNW Program has combined knowledge and experience and ensured that HNW was tackled firmly in our organization."
- Peter Veld
Directeur Generaal Belastingdienst