PAYE anytime is a web application designed and implemented by the Office of the Revenue Commissioners of Ireland. The application allows the Pay As You Earn (PAYE) customers in Ireland to manage most of their tax affairs online. By using easily accessible technology, PAYE customers can update their information and process most of their tax credits and reliefs online in a clear and effective manner. This online system was designed and implemented in order to reduce the volume of direct contacts between Revenue and its PAYE customers, to decrease costs and improve overall efficiency and effectiveness within the organisation. Moreover, the usage of such an e-channel allows Revenue to record important information that can be analysed with the aim of improving overall customer service. Therefore, management of this strategic contact channel is paramount to Revenue’s continued advancement and improvement of its online services. This paper describes a segmentation of PAYE anytime users....