Survey of Trends and Developments in the Use of Electronic Services for Taxpayer Service Delivery
(pdf 2,385 KB)
This document is also available in French and Spanish.
Electronic services enable faster, cheaper, more tailored services to be developed and delivered to customers, both meeting and driving their expectations. These expectations extend to all Government services, including tax administration. Revenue bodies have made good progress in the development, delivery and exploitation of electronic services in the past few years. But is it enough? Are these services cost-effective and is take-up adequate to enable an optimised return on investment? Where are the best case studies? What are the challenges, and how have other revenue bodies responded to these? Where are the next frontiers in electronic service delivery? And what are the risks?
The OECD Forum on Tax Administration (FTA), through its Taxpayer Service Sub-Group, recently surveyed member countries and selected non-member countries to assess revenue body progress with - and plans for - the deployment of modern electronic services in taxpayer service delivery. Previous reports were prepared in 2001 and 2005. This latest survey report published in March 2010, contains an extensive assessment of the use of modern technology to deliver modern electronic services. It builds on and updates the earlier research, and aims to provide a shared understanding amongst all revenue bodies on the stage of maturity of our industry in the development, delivery and effectiveness of electronic services. It enables revenue bodies to benchmark the nature, extent, quality and take-up of the services provided by them.
A separate document Survey Tabulations: Survey of Trends and Developments in the Use of Electronic Services for Taxpayer Service Delivery (pdf 3,276 KB) contains the detailed responses and analysis supporting the main Survey Report.
Information note: Framework for the Provision of Electronic Services to Taxpayers (pdf 499 KB)
Brief overview flyer
Brief overview flyer
FTA TSG Informe de la encuesta - Encuesta sobre tendencias y evolución del uso de servicios electrónicos para la prestación de servicios al contribuyente - dec 2009