Driving Seamless Citizen Experiences with Digitized Platforms

The apex central tax collection department of a leading revenue body, responsible for serving more than 91.9 million taxpayers, was struggling to keep pace during peak filing seasons. Outdated legacy systems, fragmented tools, and manual workflows created operational bottlenecks, leading to mounting delays, inefficiencies, and an overall slowdown in turnaround times.

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The department’s objective was to modernize communications and assessment workflows to reduce processing timelines while improving taxpayers’ experience.

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Problem Statement

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Taxpayers and tax professionals encountered several critical challenges, especially during peak filing periods, including:

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• Increased error rates during high-volume filing seasons
• Significant processing delays due to system and workflow constraints
• Extensive manual verification, resulting in heavy staff workload and recurring operational bottlenecks

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How In10s Helped

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With In10s’ UniServe™ NXT Platform, the department was able to modernize one of the most mission-critical public operations of returns processing by leveraging multi-channel communications management, automated returns processing, and dynamic data and design management. This led to:

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• Reduced turnaround time for communication from weeks to hours/days
• Faster refund processing and taxpayer communications
• Quicker resolution of defective returns and verification cases
• Citizens received timely, personalized, and clear communications
• Improved ease of taxpayers to e-file and engage digitally

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Value Delivered

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Through In10s’ digital transformation initiative, the department achieved significant scale, efficiency, and operational impact, including:

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• Seamless delivery of 27M+ statements across email, SMS, and print
• Over 75M communications sent related to e-filing and return processing
• Processing capacity of 50M statements per month, supporting uninterrupted high-volume operations
• Delivery of 1B+ notifications annually
• A significant reduction in operational costs through automation and process optimization

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Download the case study to discover how In10s transformed one of the leading revenue bodies’ operations by automating manual workflows, streamlining communications, and enabling real-time processing. See how In10s helped the department operate with greater agility, transparency, and citizen-focused service, positioning it as a truly digital-first public institution.