The news that IRB (Inland Revenue Board) is going to implement online filing which will allow for automatic tax computation is great news but my experiences with technological rollout in Malaysia is urging me to exercise a word of caution.

If one is to reflect on the past, we have had our fair share of hype about cutting-edge technology, which later on proved to be such a hassle. Take the MyKad for example. Have we forgotten that initially, the Road Transport Department refused to 'accept' the MyKad as a valid driving licence in spite of a cabinet directive?

Now, one can read in the papers of details being keyed in wrongly and banks giving MyKad holders a real run around as their ATM encrypting technology is still not ready or compatible. So much for efficiency.

That is why I am very skeptical about this IRB e-filing. I can picture a scenario like this. A taxpayer calling the IRB as a reminder has been received for the non-submission of his B Form.

Taxpayer: But madam, I have already submitted my form via e-submission months ago.

IRB: But we have no record of it. When did you submit?

Taxpayer: On April 29.

IRB: Oh! I see. That day our server down, so all submissions were accidentally erased. I suggest you submit again and just to be safe, print out a copy and either fax to us or hand deliver it.

Taxpayer: Where is the nearest wall so that I can go bang my head against it?

Some may think the above scenario is a bit exaggerated, but I do not. Based on my experience with computerisation, especially those involving government bodies and agencies, only the hardware is upgraded but the 'software' i.e. the human staff, are still doing things the old way.

One has only to look at the many government websites and e-mail addresses that are non- responsive or faulty. To top it all, no one bothers to rectify them despite many reminders from the public.

Any IRB attempt to introduce e-filing must also look at the entire process in totality, not just the submission part. By this I am referring to refunds for overpayment as well. To understand what I think should be the standard to follow, I have below the contents of an e-mail from a friend in London who describes UK's Inland Revenue e-filing system.

'About two weeks ago I submitted my tax return online (with all calculations done automatically). Today, I received a letter from the Revenue confirming that Sterling 120.48 has been paid directly into my bank account, representing the overpayment of tax in the previous year. If only the Malaysian system worked just as well. My wife was told just before she left Malaysia that the money owed to her would take some time to settle.'

The above is the ideal system that our IRB's e-submission should aspire to achieve. I, however, have my doubts whether they can achieve this standard.