"This has now fixed the workflow issue," Farr said. "All interactions come into 'inbound' and are accessed through Siebel. As a call comes through, the operator would have a screen pop which would have your registration details and any correspondence and you can click on it. So the person dealing with you will have a much greater understanding of your dealings with Tax."

Anything that comes into the tax office is put through the "in-bound" system that makes it electronic, including letters, faxes, e-mails, telephone recordings, and personal interactions.

Farr did not have any hard estimates on the amount of time saved as a result of the change programs, but said that in the past staff had to access 11 or 12 different screens to find the appropriate information. Now "in most cases", they get it all on one screen.

Farr is confident in the longevity of Siebel now it has been acquired by Oracle, and even travelled to the US to look up-close at the company's road map. "Oracle's head of government for CRM is travelling out here at the end of this month to sit down with us and talk Siebel 8," he said.

Release two paves the way for the final phase, release three, which will see the mainframe transaction processing software upgraded to allow integration of data across tax types.