GOOD PRACTICE

Mendoza
  • Digital citizenship

Intelligent processing: From Reactive Public Administration to Pro-Active

The implementation of the ATM’s Digital Platform benefited more than 300,000 taxpayers in the province of Mendoza, who can now carry out their procedures online.

OBJECTIVES

Transformation of the State from reactive to proactive, cost reduction, operational efficiency, empowerment of public employees and care for the environment.

DESCRIPTION OF ACTIONS CARRIED OUT

In March 2020, the Mendoza Tax Administration (ATM) implemented its Digital Platform, allowing taxpayers to carry out all their procedures online. During the quarantine, ATM employees worked from home, training remotely to manage the procedures entered by taxpayers through the platform. Error and rework were reduced by establishing strict requirements for each procedure. Over time, automated services were added, and self-management of procedures became more common. This cultural change included the simplification of procedures and the adoption of electronic management, which resulted in greater transparency, faster and more accessible services, greater security, institutional efficiency, cost reduction and the freeing of physical space. Digital signatures and blockchain certification were implemented to prevent fraud. ATM integrated with other public agencies for the exchange of administrative information, saving time and resources and transforming the state from reactive to proactive.

KEY SUCCESS FACTORS

The pandemic prompted the digitization of the entire organization by reengineering processes through the implementation of the BPM (Business Process Management) methodology. In this sense, three key factors for the success of the initiative stand out: judicial notifications by means of geolocation mobile devices, automation of the single certificate of transfer of real estate and automation of the non-withholding and non-collection process.

MAIN RESULTS ACHIEVED

The implementation of the ATM’s Digital Platform has benefited more than 300,000 taxpayers in the province of Mendoza, who can now carry out their procedures online. This has led to a 90% reduction in face-to-face attention. With the automation of the non-withholding and non-receipt procedures, specialized personnel have been freed up and an instant resolution has been achieved, which previously took hours. The processing of the single transfer certificate has also been automated, which has generated savings in time, costs, and transfers, in addition to reducing the margin of error.