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.


Framework for evolution of digital self-service

This chapter introduces the proposed framework for the evolution of digital selfservice. The framework was initially presented at the TSG conference in Helsinki in September 2013 to inform the scope, intent and objectives of the project on “Increasing taxpayers’ use of self-service channels”. Annex A shows the proposed framework.


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