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Reshaping Revenue Agencies: From looking digital, to being digital

Learn how revenue agencies should rethink their digital services to meet the needs of today’s taxpayers.


Revenue agencies, like many other organizations, have embraced the technology to provide their taxpayers with enhanced online services. But this is no longer enough, and revenue agencies now need to shift from looking digital to being digital to meet taxpayers’ expectations of a “zero touch” taxation service.

This requires adopting a new taxpayer-centric operating model to create personalized interactions across an ecosystem of public and private organizations. Engaging with customers digitally demands a new set of skills that revenue agencies have to develop or acquire by hiring the right talent – and could lead to increased citizen engagement and improved voluntary compliance.


Revenue agencies have adopted digital technologies to allow their taxpayers to access tax services online. Indeed the Accenture Global Taxpayers Survey 2014 revealed that 62 percent of taxpayers in nine countries use at least some digital channels to interact with their revenue agency. However, taxpayers’ appetite for digital technologies is growing and revenue agencies must now go a step further to avoid driving a digital divide between taxpayer expectations and the services revenue agencies provide.

Now is the time for revenue agencies to move from “looking digital” to “being digital”. In doing so, they will offer taxpayers greater levels of connectedness, ease of access across multiple devices and continued progress towards “zero touch” taxation. This move will also help to achieve greater digital engagement with taxpayers and help to improve voluntary compliance – taxpayers with a positive experience of working with revenue agencies tend to be more likely to comply voluntarily.


For revenue agencies, the shift from “looking digital” to “being “digital” they need to:

  • Adopt a taxpayer-centric model based on personalized interactions and become more flexible to experiment and adjust their digital services according to taxpayers’ experience and feedback.

  • Develop their digital competencies by training or hiring talented people through a strategic program of change management.

  • Develop collaboration and data sharing across their ecosystem with both public and private organizations.

Learn more about how revenue agencies should rethink their digital services – delivering public service for the future.