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To fulfill its mission, the Inland Revenue Department (IRD) needed to deliver more efficient, transparent and tailored services to a broad range of stakeholders, while operating under financial and human resource constraint. Many of the IRD's services were still conducted via regular postal mail, and while some services were provided through the ESD Scheme and IRD's homepage, there was no single taxpayer site or portal. IRD needed a strategy for providing a dedicated, integrated, long-term, one-stop solution to the taxpayer. The IRD engaged IBM Global Business Services to conduct a Feasibility Study (FS) on the establishment of a Taxpayer Portal. The IBM team used Component Business Modeling (CBM) to map out the organization's existing capabilities and responsibilities.
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