Increasing Taxpayers' Use of Self-service Channels

image of Increasing Taxpayers' Use of Self-service Channels

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.


Analysis and findings on revenue body initiatives

The purpose of Chapter 4 is to set out the findings of a detailed analysis of initiatives reported by the revenue bodies. The results of the analysis are grouped under the following elements: 1) monitoring and understanding service demand, 2) user-centred service design, 3) purposeful implementation and driving take up of self-service, and 4) effective channel management.


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