USER EXPERIENCE (UX)

DESIGN THINKING

Eka Darmayanti
Direktorat Transformasi Teknologi Komunikasi dan
Informasi
2019
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Disruptive Technology
Disruptive environment surrounding revenue bodies
An innovation that uproots an Source: Australian Tax Office (ATO), 2016
established technology, or a
revolutionary product or a service that
spawns a new industry
Source: whatls.com

Disruptive technology has the power to

change the way of work, live, think,
and behave
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Transforming DGTax to be a Digital Native Organization

A DIGITAL NATIVE

Fuels more efficient

Innovates at pace that
Is driven by a operations, new
is an order of Embraces risk taking
customer-centric and revenue streams and
magnitude greater as it continuously
empowered customer loyalty
than traditional learns and adapts
workforce through use of the
businesses
technology and data
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Digital Work Culture

Digital Work Culture serves a catalyst for digital
transformation in an organization. It composes of the
collective experiences and values that are held high by all
employees.
1. Innovation: the prevalence of behaviors that support
risk taking, disruptive thinking, and the exploration of
new ideas
2. Data-driven Decision-Making: the use of data and
analytics to make better business decisions
3. Collaboration: the creation of cross-functional, inter-
departmental teams to optimize the enterprise’s skills
4. Open Culture: the extent of partnerships with
external networks such as third-party vendors,
startups or customers
5. Digital First Mindset: a mindset where digital
solutions are the default way forward
6. Agility and Flexibility: the speed and dynamism of
decision-making and the ability of the organization to
adapt to changing demands and technologies
7. Customer Centricity: the use of digital solutions to
expand the customer base, transform the customer
experience and co-create new products
(Source: The Digital Cultural Challenge, Capgemini)
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The Taxpayers of the Future

To change your mind on

how you deploy and
use technology to
transform your
business

https://www.pinterest.com
Digital Transformation of Tax Administration, PWC, 2017
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Digitizing interactions with

PENGEMBANGANE-SEtaxpayers
RVICESDJP
A system designed for the taxpayer:
 Connecting with the tax authority
will become as simple and intuitive
as possible, making it easier to Face to Paper Phone Online
comply; face
 Compliance will improve with
more accurate and on-time Call Online
returns; Center Mobile Web Electronic File
Web Portal Online Chat
Apps Services Messaging Exchange
 Employees will spend less time
correcting errors and more time Megurangi layanan tatap muka dan layanan paper base
focusing on higher priority and Pengembangan layanan lebih diarahkan/didorong kepada channel online yang dapat
higher value issues; Click Call Counter
memberikan layanan yang nyaman kapan saja dan dimana saja (convenient services anytime
anywhere)
 Taxpayers will become more
Layanan yang multichannel, menyediakan informasi yang dibutuhkan, sarana pendidikan
satisfied with the service and less bagi WP (education to taxpayer), memungkinkan WP self-service, dan mendorong
burdened by the tax system. kepatuhan WP (make taxpayer compliance easier)
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IDEO is an international design and consulting firm founded in Palo Alto, California, in 1991.
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WHERE TO START?

01 SPEND USEFUL TIME WITH

YOUR CUSTOMERS 02 JUMP INTO SOME
TRAINING

HAVE FUN WITH DESIGN:

03 SKECTH, SCRIBBLE, AND
PROTOTYPE
03 INVOLVE YOUR CUSTOMERS
THROUHOUT THE PROCESS