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Tax administration

Increasing Taxpayers' Use of Self-service Channels

Published on October 24, 2014

book
Building on prior work that resulted in the practical guide Managing Service Demand, this report explores the strategies revenue bodies can use to improve take-up of self-service channels in the context of a proposed future service experience for individuals, businesses and tax intermediaries.

TABLE OF CONTENTS

Foreword
Abbreviations and acronyms
Glossary of terms
Preface
Executive summary
Introduction
Framework for evolution of digital self-service
Service delivery environment
Analysis and findings on revenue body initiatives
Conclusions and recommendations
Annexes4 chapters available
Draft framework for evolution of digital self-service (September 2013)
Initiatives to drive the use of self-service: Submitted examples
Initiatives to drive the use of self-service: Aggregated survey results
Additional resources
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