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.
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Initiatives to drive the use of self-service: Aggregated survey results
Annex C provides a summary of aggregated survey responses submitted by the revenue bodies about the initiatives they undertook to drive the use of self-service channels. In doing so, it draws from responses provided to Part B of the survey.
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