Published On: 13 June 2014
Organisation: Ministry of Finance, Minister Office
Level of government: Central government
Sector: General public services
Type: Communication, Digital, Public Service
Launched in: 2013
The objective of the practice is to assist tax payers in the settlement of their personal income tax through expert advice from employees of the Office of National Tax Information acting on behalf of the Ministry of Finance in response to questions on annual tax returns. Primarily it consists in technical (content-related) assistance in completing and accounting for tax returns as well as in increasing tax awareness of the public.
Internet application is used during tax assessment periods (from January to April). The users have the opportunity to ask a question and employees of the Office of National Tax Information answer the questions. In addition, tax payers are able to view answers already given. There is also a possibility to search for the issues by keywords. The Internet application has also been integrated with Facebook.
The application was developed in a way that allows the experts from the ministry of Finance (MoF) exclusively to put the answer directly below the question. The answer is marked by an appropriate stamp (MoF expert).
Improve effectiveness, Improve efficiency, Improve service quality, Improve user satisfaction
Civil Society, General population, Government staff
All tax payers with internet access.
The decision to start working on the application has been taken in the Minister Office (Ministry of Finance) in cooperation with representatives of the Department of Tax Administration and National Tax Information on the basis of consultations between these departments.
Research carried out by the Ministry of Finance in 2010 showed that 25% of the public had sought information on tax-related issues in the internet.
The concept has been developed by the employees of the Minister Office (Unit for Electronic Communication and the Unit for Promotion and Education) in cooperation with the Department of Tax Administration.
The cost of development:
You have to be prepared that monitoring of all questions and answers can be time consuming.
Good, professional team dedicated to this task.