The aim of the Assured Revenue Program (ARP) was to close the compliance gap between taxes due and taxes paid. ARP intended to improve the ease with which customers can transact with Revenue NSW, leading to faster and increased ‘right first time’ tax and duties assessments.
Revenue NSW is undertaking a multi-year organisational transformation. The four target outcomes for the Revenue NSW transformation are:
- Outstanding Customer Experience – An improvement in customer effort score.
- Assured Revenue Collection – Identification and collection of extra revenue.
- Best in class efficiency – Reduced cost to administer revenue to the lowest cost in Australia.
- Strategic Workforce Plan Implementation – Building a fit-for-the-future organisation. ARP directly and indirectly supports all four strategic outcomes and builds upon the ERC investments ‘Land Tax Surcharge’ and ‘Digitise Land Tax’.
ARP delivers in three key areas
On October 2023, an expert reviewer conducted a Gate 6 Post-Implementation Review, noting that the ARP delivered on a modified scope comprising:
- Land Tax end-to-end transactions.
- Automated Trust Registration (ATR).
- Master Data Management (modified scope).
Critical and essential recommendations
In FY2024, Digital NSW commissioned the Nous Group (Nous) to conduct an evaluation of the Digital Restart Fund (DRF) component on DAF projects.
The Nous Group noted the assurance process had made several critical and essential recommendations throughout the project lifecycle including themes of benefit realisation, risk management, governance, change management and service delivery.
Key program details
Delivery agency: Revenue NSW
DAF assurance tier: 2
Estimated cost to completion: $27 million
Project start date: 21 September 2020
Project end date: 30 June 2023
For more information, visit Digital Assurance or contact the team at: ICTAssurance@customerservice.nsw.gov.au.