Case Study: ACT Revenue Office achieves 90% faster refund processing with OutSystems

New Portals at ACT Revenue Office Cut Refund Processing Time by 90%

The Australian Capital Territory (ACT) Revenue Office, which manages payroll tax, land rates and rental bonds for roughly half a million residents and more than $2 billion in annual revenue, was held back by decades-old, paper-based systems and siloed legacy IT. Manual rekeying, slow reporting and end-to-end processes that could take weeks created poor customer experiences and high staff overhead, so the Office launched the Revenue Collection Transformation Program with DB Results to rapidly modernize and deliver citizen-centered self-service portals.

Using OutSystems, the team built two cloud-based self-service portals in under a year—one for payroll tax and one for rental bonds—automating data entry, preventing faulty records at source and giving users and staff shared access to real-time information. The change cut paper notices by 90,000 annually, reduced emails by 90%, shortened refund processing from about 10 working days to 1 day, and delivered near-real-time dashboards and SLA reporting; the platform is now managed in-house with ongoing enhancements.

ACT Revenue Office

Domenic Dichiera

Senior Director, Business Systems