A Study Of CRM Adoption On Tax Administration Of Singaore

As the global competition goes more deeply, widely and drastically, governments relocate more resources and efforts on the government revolution and optimization of eGovernment and public administration. The performance of public tax administration, as one of the most important aspects, will directly affect the economic performance and nation competitiveness. Singapore government, by leveraging the advantage of eGovernment development, aggressively reforms tax administration and innovatively introduces business strageties such as Customer Relationship Management, which leaded to high performance of tax administration and built its leadership in the world.This paper presents an explorary anatysis and study of CRM adoption and deployment in Singapore Inland Revenue Authority (IRAS). The methodology comprises interviewing with government offciers , research and study of rich literatures and pulications, as well as the analytical approaches obtained through MBA studies.This paper is organized as follows. First, introduces IRAS its technical background; second, analyses the CRM strategy of IRAS to answer the question of why IRAS needs CRM; third, research and find out how IRAS implemented CRM internally and collaboratively with other government agencies; fourth, investigates and reveals the value and achievement of the CRM deployment, which solves the question of whether and why the CRM succeeded; Last but not least, to summarize the experience and challenge as study and reference of tax administration development of China.In conclusion, the main objective of this paper is to analyze Singapore's tax CRM adopotion, depoyment and their results, and to attempt to highlight possible future challenges and lessons arising from them. This paper also argues the CRM strategy and priciples are theoretically and practically applicable and critical to the high performance public tax administration and services of Singapore.