Improving taxpayer experience through agility.
Increased digitalisation of the economy will bring a host of benefits to governments and tax agencies. We sat down with a wide array of finance experts, from professors to heads of international tax, from around the world – to get their take on the future of tax – and how digital platforms will redefine future tax systems.
For revenue agencies, customer expectations continue to shift. With a rising number of “gig economy” taxpayers, an expectation of commercial brand style service levels and a growing list of new, digital contact channels, revenue agencies must embrace agility to meet demands.
By rising to the challenge, not only will revenue agencies improve customer experience, they will also reduce errors and increase compliance.
Taxpayers want more personalised services.
Digital earners struggle with tax compliance.
Service design can increase compliance levels.
Today’s dynamic world continues to put increasing pressure on revenue agencies. Frequent budget reductions and resulting staffing issues have made doing more with less the new “norm”. The rapid pace of technology innovation, tidal wave of customer data, expanding partner ecosystems and continuously evolving security threats all compound revenue agency pressures.
Concurrently, customer expectations continue to rise, calling for service levels that are comparable to commercial brands. Customers want more personalised services and new channels such as chatbots and virtual assistants that are powered by a variety of artificial intelligence technologies.
Paying taxes will never be seen as an experience on equal-footing with most other experiences in people’s lives. But, agencies can proactively transform customer engagement and experience to reduce stress, anxiety and confusion and deliver a greater sense of satisfaction than today.
Agencies must make two important steps to transform customer engagement into a strategic asset: redefine its vision and evolve capabilities.
Meet our subject matter experts and get their latest take on the most pressing issues facing revenue agencies.
Truly human governments break down silos, build up capabilities and empower workforces to move from transactions to relationships with citizens.