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.


Conclusions and recommendations

The framework for the evolution of self-service was introduced in Chapter 2 and it has been used throughout the report to position key findings and case studies relative to the stages in self-service and the corresponding service experience. In this chapter, the framework has been updated to bring together the key findings discussed in Chapter 4 and, in particular, position the 4E model in the context of the stages of self-service.


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