1. 46th CIAT GENERAL ASSEMBLY Santiago, Chile April 23 – 26, 2012 Mechanisms implemented for assisting taxpayers in remote geographical areas. NEW ZEALAND

2. Who we are  New Zealand is an island nation –1/3 of the people live in one city –Diverse population –Geographically widespread  Inland Revenue –Tax administration with various social policy products –Reduced need for interaction –Based upon voluntary compliance model

3. Supporting Customers  Face to face –Inland Revenue offices –shared offices  Information sources –newsletters –guides –booklets –brochures –posters

4. Supporting Customers  Phone –contact centres –self-service –SPK2IR –voice ID  Internet Services –website –online services

5. Working where technology isn’t  Technology has limits –coverage, penetration  Community Relationships –Tailored roles and support o Community Relationship Representatives o Business Tax Information Officers o Maori Representatives o Agent Account Managers

6. Working With Others In Remote Areas Extended Reach via working with private sector -Automotive Association and PostShops Working with other government agencies - Community Link and Heartlands

7. Remote Geographic Areas  New Zealand - Chatham Islands  Overseas - Student Loan customers - Child Support customers

8. Remote In Urban Areas  Inland Revenue’s response to the Christchurch earthquakes –Initial (people, services) –Current state (location, ways of working)