This report looks at effective e-service provision by tax administrations, summarising
eight critical areas, and explores big data management and portals, as well as natural
systems, in detail. It highlights key opportunities in these areas, looking at how
these emerging technologies can be best used by tax administrations. It also provides
practical examples of how tax administrations have begun to utilise these technologies
and delivers a maturity matrix for the two areas to assist strategic and operational
decision making by tax administrations. Finally, it sets out conclusions, recommendations
and next steps.
This report has been prepared by the Forum on Tax Administration’s E-services and
Digital Delivery Programme. The work was initiated by the FTA Bureau as part of its
2015/16 work programme and was led by the Federal Tax Service of Russia (FTS). With
tax administrations clear that e-service options can improve taxpayer compliance levels
and participation while at the same time lowering their cost of operation; but with
available options many and varied, and with the cost of implementation high, the
FTA has over the last five years provided a wide range of guidance in the deployment
of effective e-services.