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.



In today’s dynamic and technology-savvy society, citizens demand improved government services that meet their expectations – easy to use and accessible anytime and anywhere. Many revenue bodies, including the Australian Taxation Office, are taking steps to transform taxpayer services by offering contemporary and tailored digital self-services that make it easier to comply with tax obligations. Our challenge is to do this while continuing to improve productivity and reduce costs across whole-of-government service delivery.


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