The Inland Revenue Department (IRD) stands at the heart of Hong Kong's economic engine, collecting key public revenues that fuel the city's continued prosperity. Building on a successful partnership that began with the launch of the original eTAX portal in 2008, the IRD once again partnered with LPS to architect the next evolution of its digital tax services. This long-term collaboration is a testament to our shared commitment to reimagining tax services for the modern era and delivering secure, citizen-centric e-services that embody Hong Kong's Smart Government vision.
PUBLIC SECTOR
Challenges
After more than a decade of reliable service, the first-generation eTAX portal needed to evolve. The client needed to fundamentally strengthen its e-filing capabilities while delivering seamless experiences tailored to distinctly different taxpayer segments. Individuals managing personal matters, businesses navigating corporate obligations, and tax representatives serving multiple clients—each group demands specialized workflows and robust access controls, and a user experience tailored to their unique needs.
With more than two million taxpayers relying on IRD's services, this evolution had to be seamless, scalable, and secure, modernizing the platform without compromising the continuity of Hong Kong's critical tax functions.
Solutions
LPS built a next-generation digital ecosystem: the eTAX platform comprising three interconnected portals and a powerful mobile app, meticulously engineered to address diverse user needs while maintaining a unified service backbone with roughly two million individual users of the legacy system were seamlessly migrated to the new platform at launch.
Individual Tax Portal (ITP): Empowers citizens to manage personal tax matters with efficiency and ease.
Business Tax Portal (BTP): Enables businesses to handle their tax and/or business affairs through a multi-user platform in a more convenient way
Tax Representative Portal (TRP): Equips tax professionals to manage client matters electronically with precision.
Security and experience converge through iAMSmart login with biometric authentication, while integrated payment gateway capabilities enable end-to-end digital transactions. The real-time Messages Box delivers instant alerts, and the full-featured ITP eTAX mobile app extends functionality to taxpayers to manage obligations anytime, anywhere.
Enterprise level resilience has been built into the BTP and TRP, with the former enabling batch registration of up to 500 business accounts at once and the latter being engineered to handle 5000 concurrent client records per upload. The TRP has since become the city-wide standard for tax representatives, with a 100% professional adoption rate.
Value created
The new eTAX portal marks a transformative milestone in Hong Kong's digital government journey, evolving a foundational system into a sophisticated, user-centric platform for the modern citizen. The IRD now delivers dramatically improved e-filing services that are more secure, streamlined, and intuitive across all taxpayer segments. This has supported approximately 3.5 million tax return filings in the 25/26 financial year.
This strategic architecture ensures tailored experiences for each taxpayer group while multi-user business capabilities enhance organizational governance and efficiency. By successfully delivering this complex, large-scale upgrade, LPS not only advanced Hong Kong's Smart Government vision but also reinforced a partnership built on over a decade of trust and innovation. The next-generation eTAX portal is a future-ready platform that sets a new benchmark for citizen-centric service excellence, capably serving over two million taxpayers today while readying the IRD for the digital challenges of tomorrow.
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