Case Study: ACT Revenue Office cuts refund processing time by 90% with OutSystems

ACT Revenue Office cuts refund processing time by 90% with OutSystems

The ACT Revenue Office, responsible for collecting over $2 billion in annual taxation revenue, faced significant challenges due to its reliance on multiple 20-year-old legacy systems. These outdated, non-communicating systems resulted in manual, paper-based processes for tasks like rental bond refunds and payroll tax lodgments, leading to weeks of processing time and unreliable reporting. To modernize and put citizens at the center of its services, the office partnered with OutSystems and its partner DB Results to build new customer-facing self-service portals.

Using the OutSystems platform, the team implemented two portals for payroll tax and rental bonds in under a year. The solution digitized and reengineered these processes, moving them entirely online. The results were transformative: refund processing time was cut by up to 90%, from three weeks to a day or less. OutSystems also enabled the elimination of 90,000 annual paper mailings and provided near-real-time reporting, allowing staff to be redeployed to higher-value roles and significantly improving satisfaction for both citizens and employees.

ACT Revenue Office