Clement Tan Email & Phone Number

Singapore

Led the Taxpayer Service Centre Redesign project. Organised site visits to other agencies to learn user design principles from them, arranged and managed the tender process with contractor, vendors and stakeholders, conducted prototyping sessions for standing counters and self-help kiosks. From tender award to completion, the project took 3 months and the new centre opened on 8 Jan 2018.Started Project A.V.O.I.D. (Always Virtually Open In Design), which aimed to use robots and… Show more Led the Taxpayer Service Centre Redesign project. Organised site visits to other agencies to learn user design principles from them, arranged and managed the tender process with contractor, vendors and stakeholders, conducted prototyping sessions for standing counters and self-help kiosks. From tender award to completion, the project took 3 months and the new centre opened on 8 Jan 2018.Started Project A.V.O.I.D. (Always Virtually Open In Design), which aimed to use robots and Artificial Intelligence (A.I.) to augment routine and mundane work and make it possible for anyone to see and speak to an "officer" anytime, anywhere. The project consisted of several trials and pilots at the centre involving robot concierge (telepresence robot), video conferencing and remote assistance tools, acoustic pods, virtual queue management system, and Digital Human application. Working committee member in the Multi-Channel Experience for the Citizen project, which implemented the concept of a one-stop service virtually, physically and via a single hotline for citizens. Represented IRAS to incorporate Income and Property Tax e-services into LifeSG application, ServiceSG Centres and pilot hotline. Citizens can now walk into any ServiceSG Centres located in their neighbourhoods to be assisted on the Income and Property Tax matters. Show less

Singapore

Led 2 Assistant Managers to manage two helpline teams that handled Income Tax and Property Tax call enquiries. Apart from the daily operations, I was also directed to review a team's functions and my findings and proposals on the team's training roadmap and performance evaluation was implemented. As part of operations, I implemented a method that streamlined procedures on unauthorized data access so that supervisors could quickly validate and take proactive actions.

Singapore

Led the Preventive Assistance Team consisting of 6 Corporate Tax auditors. As a newly formed team, I ensured that my auditors were kept abreast with tax treatment, work instructions, and compliance issues in a challenging corporate environment. The team consistently completed at least 70% of their case load assigned on a variety of audit projects annually. As an audit team lead, I participated in annual risk identification and prioritization exercises, represent my branch in risk committee… Show more Led the Preventive Assistance Team consisting of 6 Corporate Tax auditors. As a newly formed team, I ensured that my auditors were kept abreast with tax treatment, work instructions, and compliance issues in a challenging corporate environment. The team consistently completed at least 70% of their case load assigned on a variety of audit projects annually. As an audit team lead, I participated in annual risk identification and prioritization exercises, represent my branch in risk committee meetings, and was a project member for the Multi-Phase Record Keeping Program. To keep myself updated on the audit trends and share my experiences, I participated in the Joint IRBM-OECD Seminar on Auditing of Small and Medium Enterprises held in Malaysia in January 2011. Show less

Singapore, Singapore

Returned from secondment to same portfolio and team

Singapore, Singapore

Member of the PEP Secretariat that advocates ideas from businesses and individuals to review Government rules and regulations that hinders entrepreneurship and business. As a member, I was involved in reviewing pro-business ideas and organising events and meetings between stakeholders and businesses.In August 2008, I was the Delegate Liaison Officer to HE Minister Dr Nam Viyaketh (Laos) for the 40th Asean Economic Ministers Meeting 2008.

Singapore

As an Corporate Tax auditor, I conducted audit reviews and field visits for the cases assigned. Additionally, I was one of the first few auditors trained to extract data from data warehouse and analyze it using Computer Assisted Audit Techniques software (CAATs). In order to train other auditors in this technique, I was part of the project team that created a CAATs manual for the training.In September 2006, I was the Delegate Liaison Officer to Finance Minister (Bangladesh) Mohammad… Show more As an Corporate Tax auditor, I conducted audit reviews and field visits for the cases assigned. Additionally, I was one of the first few auditors trained to extract data from data warehouse and analyze it using Computer Assisted Audit Techniques software (CAATs). In order to train other auditors in this technique, I was part of the project team that created a CAATs manual for the training.In September 2006, I was the Delegate Liaison Officer to Finance Minister (Bangladesh) Mohammad Saifur Rahman for the International Monetary Fund/World Bank Group Boards of Governors Annual Meetings 2006. Show less

Singapore

As a Corporate Tax officer, I reviewed Corporate Income Tax forms and audited accounts submitted by tax agents/taxpayers, finalized corporate income tax assessments, reviewed applications for the waiver of submission for corporate tax returns, reviewed accounts of receipts submitted by the Official Receivers, and was rostered for Corporate Tax helpline duties for general enquiries.

Singapore

Led 9 Assistant Managers in charge of enforcement teams for Corporate Tax, Cess, Estate Duty, Stamp Duty, Withholding Tax, and, System Administration. I initiated the Monthly Operations and Management Meetings with my Assistant Managers, implemented Key Performance Indicators and Balance Score Card for the teams, and facilitated the setting up and operations of the new Integrated Telephone Team.Besides operational tasks, I was also involved/participated in the… Show more Led 9 Assistant Managers in charge of enforcement teams for Corporate Tax, Cess, Estate Duty, Stamp Duty, Withholding Tax, and, System Administration. I initiated the Monthly Operations and Management Meetings with my Assistant Managers, implemented Key Performance Indicators and Balance Score Card for the teams, and facilitated the setting up and operations of the new Integrated Telephone Team.Besides operational tasks, I was also involved/participated in the following:1. Represented the Division for Tax Changes 2003 – to study implementation issues and implement communication strategies.2. Represented the Division for IRAS Website Revamp Project for the Division3. Economic Restructuring Committee sub-committee study group and Divisional representative for Budget Changes 2002. The tasks also included setting-up of communication channels to gear up for the implementation of tax changes within short notice. Show less

Singapore

Apart from reviewing enforcement cases for Corporate Tax, I was the branch representative for Incident Report (IR) and Service Request (SR). During this time, I had to evaluate IR/SR, conduct business impact analysis (if applicable), manage stakeholders and keep them informed/updated on the status/progress, ensured that User Acceptance Tests (UAT) is carried out by users, and monitor system performance. I also attended incident escalation committee meetings and acted as liaison between System… Show more Apart from reviewing enforcement cases for Corporate Tax, I was the branch representative for Incident Report (IR) and Service Request (SR). During this time, I had to evaluate IR/SR, conduct business impact analysis (if applicable), manage stakeholders and keep them informed/updated on the status/progress, ensured that User Acceptance Tests (UAT) is carried out by users, and monitor system performance. I also attended incident escalation committee meetings and acted as liaison between System Owners and IT Application Team. Show less

Singapore

I completed 4 main IT project management assignments: E-Filing of Income Tax for YA2001, IT Audit of IRIS, Internet Electronic Valuation List Credit Card Payment, and, E-Mail Response Management System. In order to share my experiences managing projects, I initiated and completed a manual, "Guide to Management of IT Projects for Project Officers".

Singapore

Nov 1997 to Dec 1998Led and managed 2 enforcement teams for GST and Cess collection; the teams consisted of 5 officers and 3 officers respectively. Under my charge, the GST team completed their assigned cases accurately and on time. For Cess collection, the team met and exceeded the collection target set by Singapore Tourism Board (STB) for FY1997/1998 and FY1998/1999. During this time, I also completed 2 projects entitled: “Friendly Package to Property Taxpayers” and “Retirees and Their… Show more Nov 1997 to Dec 1998Led and managed 2 enforcement teams for GST and Cess collection; the teams consisted of 5 officers and 3 officers respectively. Under my charge, the GST team completed their assigned cases accurately and on time. For Cess collection, the team met and exceeded the collection target set by Singapore Tourism Board (STB) for FY1997/1998 and FY1998/1999. During this time, I also completed 2 projects entitled: “Friendly Package to Property Taxpayers” and “Retirees and Their Property Tax”.Jan 1999 to Jan 2000Due to the challenges facing Cess collection, I was tasked to lead the Cess team only and take care of the standalone Cess system, which was not Year 2000 (Y2K) ready. I produced a comprehensive Y2K contingency plan that was referenced by other enforcement teams, tested the existing Cess system for Y2K compliance, searched for a new software application for the Cess system, and managed a project that implemented a new Cess System that is Y2K compliant. To improve compliance, I implemented the availability of Cess forms on the Fax Express Service and a brochure entitled “Common Questions Relating to Cess” for Cess registered members. I also contributed numerous administrative and procedural guidelines in the branch’s database for the team’s reference. In terms of Cess collection, the team met and exceeded the collection target set by Singapore Tourism Board (STB) for FY1999/2000. Show less

Singapore

I reviewed Corporate Tax debt management cases, and understudied the daily operations of GST debt management and Cess Collection teams.

Master In Public Policy, Public Policy Analysis

Bachelor Of Arts - Ba (Hons), Southeast Asian Studies, 2Nd Class (Lower)

Bachelor Of Arts - Ba, History & Southeast Asian Studies, Merit

Activities and Societies: - Member of the Southeast Asia Society - Inter-Department Games (Tennis) – 1993/1994 - Counsellor, ASEAN Youth.