Best practice Cases of the 4th Quality Conference for Public Administration in the EU
Reorganisation Project of the Austrian Finance Administration
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Country: |
Austria |
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Organisation: |
Ministry of Finance |
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www homepage: |
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Contact person: |
Dr. Manfred Elmecker |
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Address: |
4010 Linz, Zollamtstraße 7 |
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E-mail: |
Manfred.Elmecker@bmf.gv.at |
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Phone: |
+43(0)664/6211784 |
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Fax: |
+43(0)732/792857 |
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Level: |
Federal |
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Sector: |
Finance |
Short description of the case:
The aim of the organisational reform is to establish a service-oriented, cost-effective, efficient and flexible organisation which performs the function of securing revenues in the most efficient way and is able to meet the changing demands in the future. The way to a modern tax administration is based on customer orientation, performance and quality standards, flatter hierarchies, fewer interfaces, team work, increased self-responsibility, performance targets and internal benchmarking. After an intensive pilot and evaluation phase, the implementation process started by means of restructuring measures, selection of chief executives, staff reallocation, extensive training and detailed organisation planning. As a result of the reorganisation, all of the former nationwide 81 tax offices have been combined into 41 tax offices.
Main feature of the case:
- Strategic planning for achieving the targets set
- Developing and managing processes
Key words:
quality management, CAF, information centres, e-government, management by objectives, service standards, benchmarking
Further information:
Long case description (PDF-form)
Case presentation (PDF-form)