Background
Revenue Mobilisation, Investment and Trade (REMIT) programme, funded by the UK’s Foreign, Commonwealth and Development Office (FCDO) and implemented by Adam Smith International (ASI) is a technical assistance program aimed at driving reforms that strengthen macroeconomic stability, foster sustained economic growth, promote mutual prosperity, create jobs, and reduce poverty. REMIT supports the Government of Pakistan, its ministries, and institutions in enhancing revenue mobilisation, improving the investment climate, reducing trade barriers, and strengthening macroeconomic policy management.
REMIT is engaged with the Federal Board of Revenue (FBR) in a multifaceted collaboration aimed at boosting taxpayer compliance. This includes redesigning various services in FBR’s filing portal with a view to enhance service delivery and user experience. By adopting a Human-Centered Design (HCD) approach, REMIT’s FBR Service Design Initiative (SDI) aims to streamline the taxpayer journey, broaden the tax base, and deliver world-class services for taxpayers, tax agents, and officials, ultimately increasing revenue collection and supporting Pakistan’s economic objectives.
REMIT has been engaged in this initiative since 2023, completing initial assessments and process reviews, Redesigning IRIS features - most notably the simplified income tax return - and recently redesigning all income tax workflows for tax collectors and taxpayers on IRIS. This phase involves redesigning of remaining workflows on the filing portal both on the tax collector and taxpayer side.
Objectives
· Make IRIS Sales Tax services more efficient – Streamline workflows, reduce administrative burden
· Make IRIS Sales Tax services more effective – Improve accuracy of data capture, reduce errors
· Create a seamless omni-channel FBR taxpayer experience – Ensure consistency across tax types
· Create trust with FBR taxpayers and improve FBR's brand – Build confidence through transparent services
· Undertake organizational capacity building – Strengthen FBR's in-house service design capabilities
Job Summary
The Domain Lead will provide key domain input involving nuances of Sales Tax Act 1990, its rules and procedures. The role requires expertise in service design methodology and sales tax act. The position will provide the key input to the team working on the design transformation, and UX strategy for all Sales Tax workflows - including registration, invoice management, return filing, amendments, payments, and correspondence - ensuring alignment with the Tax Laws & FBR's regulatory logic, while maintaining consistency with previously redesigned Income Tax workflows to create a unified IRIS platform experience.
The role demands collaboration with FBR's leadership, PRAL leadership, development teams, and the multidisciplinary design team to define key pain points in the current state and translate this intelligence into an improved future state aligned with international best practices (18F, WCAG 2.1).
Duties and Responsibilities
· Oversee current-state research (user journeys, pain points, ecosystem mapping) to identify gaps and opportunities in the existing side of Sales Tax Workflows.
· Provide domain input to the creation of future-state service concepts, ensuring they are user-centred, scalable, and technologically feasible.
· Ensure that the input align with FBR and REMIT’s strategic objectives, policies, and regulatory requirements.
· Define team workflows, methodologies and quality standards for service design deliverables.
· Facilitate workshops and co-design sessions with stakeholders to align on service vision and requirements.
· Test and iterate on service designs based on user feedback and testing results.
· Ensure that services are compliant with regulatory and legal requirements.
· Communicate design concepts and rationales to stakeholders.
· Collaborate with the Service design team for timely production of activity deliverables.