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.


Initiatives to drive the use of self-service: Submitted examples

The participating revenue bodies were asked to contribute examples of initiatives they undertook with the view to increase the use of self-service channels. In total, 29 examples of initiatives were provided by 15 different revenue bodies from 14 different countries.1 Of these, 20 examples of initiatives were submitted via the survey instrument in the first round of information gathering. The remaining 9 examples were submitted following a series of exploratory conversations and feedback sessions with revenue bodies from the task group countries.


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