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Annual Report 2016 Annual Report 2016 RPC008641_EN_WB_L_8 Headline Results 1st IN THE EU 5th IN THE WORLD FOR EASE OF PAYING TAXES 2nd LOWEST BURDEN OF DOWN UP CUSTOMS PROCEDURES IN THE EU €68m 755m €2.2b DEBT AVAILABLE €47.95b FOR COLLECTION NET RECEIPTS 44.6m €555m CIGARETTES SEIZED YIELD FROM AUDIT / COMPLIANCE 1,588 341 INTERVENTIONS VEHICLES SEIZED DEFAULTERS PUBLISHED 1,678kg DRUGS SEIZED 356,211 L ILLICIT FUEL SEIZED 2 Our Mission Our Mission is Statement ‘To serve the community by fairly and efficiently collecting taxes and duties and implementing Customs controls’ Annual Report 2016 Ninety-Fourth Annual Report of the Revenue Commissioners for the year ended 31 December 2016, including progress on the implementation of Revenue’s Statement of Strategy, in accordance with the Public Service Management Act 1997, presented to the Minister for Finance. April 2017 3 Table of Revenue’s Culture, Ethos & Values ............................................................................................10 Contents Board’s Review ............................................................................................................................11 Main Results ................................................................................................................................15 Revenue’s Management Advisory Committee (MAC) ...............................................................17 Organisational Chart ...................................................................................................................18 Strategy 1: Service for Compliance ............................................................................................19 Tax Collection & Debt Management ........................................................................................................... 19 Customer Service Standards ...................................................................................................................... 20 Service Delivery ........................................................................................................................................... 20 Improvements to our Online Services ........................................................................................................ 21 Contacting Revenue by Telephone ............................................................................................................. 24 Services Through Irish ................................................................................................................................ 25 Raising Awareness of Entitlements ............................................................................................................ 25 Accessibility to Services ............................................................................................................................. 25 Revenue Opinions ....................................................................................................................................... 26 Feature Article 1: Analytics for Debt Management .................................................................................... 27 Strategy 2: Confront Non Compliance .......................................................................................28 Risk Assessment & Taxpayer Segmentation .............................................................................................. 28 Results from Compliance Activities in 2016 ............................................................................................... 29 Publications ................................................................................................................................................. 29 4 Table of Targeted Compliance Activities .................................................................................................................. 29 Contents Construction Sector .................................................................................................................................... 30 e-Interventions ............................................................................................................................................. 31 Challenging Tax Avoidance ......................................................................................................................... 32 Transfer Pricing Audit .................................................................................................................................. 34 Special Investigations and Offshore Evasion ............................................................................................. 34 VAT Fraud ..................................................................................................................................................... 35 Suspicious Transactions ............................................................................................................................. 36 Serious Tax & Duty Evasion ........................................................................................................................ 36 Customs Audit ............................................................................................................................................. 39 Working with our Partners ........................................................................................................................... 39 Feature Article 2: Combatting the Illicit Fuel Trade .................................................................................... 41 Feature Article 3: Revenue & HMRC Joint Award ...................................................................................... 42 Feature Article 4: Illicit Movements by Post ............................................................................................... 43 Feature Article 5: Revenue and 1916 .......................................................................................................... 44 Strategic Driver 1: People, Performance and Structures ..........................................................45 Recruitment & Staffing in Revenue ............................................................................................................. 45 Staff Training & Development ..................................................................................................................... 46 Monitoring Performance Management ...................................................................................................... 47 Structural Changes ..................................................................................................................................... 47 5 Table of Civil Service Renewal .................................................................................................................................. 48 Contents Communications .......................................................................................................................................... 49 Feature Article 6: Skills Development and Investment in New Recruits ................................................... 50 Feature Article 7: Partnership in Revenue - Addressing Employee Engagement and Wellbeing ............ 51 Staff Profiles ................................................................................................................................................ 52 Strategic Driver 2: Technology & Business Processes .............................................................60 Refining Business Processes and Facilitating Change .............................................................................. 61 ISO Certification ........................................................................................................................................... 61 Cross Governmental Engagement .............................................................................................................. 61 Strategic Driver 3: Data, Analytics & Risk Assessment .............................................................63 Advanced Analytics ..................................................................................................................................... 63 Economic Research and Statistics ............................................................................................................. 64 Feature Article 8: Applying Behavioural Science in Revenue .................................................................... 65 Feature Article 9: Revenue Statistics & Open Data ................................................................................... 67 Strategic Driver 4: Policy & Legislation ......................................................................................69 Finance Act 2016 ......................................................................................................................................... 69 Customs Policy & Legislation ..................................................................................................................... 70 Providing Advice ......................................................................................................................................... 71 Strategic Driver 5: International .................................................................................................72 International Participation ........................................................................................................................... 72 6 Table of OECD Developments
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