Increasing Taxpayers' Use of Self-service Channels

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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.



The project “Increasing taxpayers’ use of self-service channels” continues the Forum of Administration (“FTA”) series of studies focused on service delivery of revenue bodies from the OECD country members. It explores approaches and specific initiatives that the revenue bodies undertook to increase the use of selfservice channels. The focus is also on the support provided to tax intermediaries to move to self-help and influence their clients to do the same.


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