Revenue agencies

Improving taxpayer experience through agility.

Tax in real time

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.

Facing today’s digital realities

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.

The revenue agency of the future

Taxpayers want more personalized services.

Digital economy rising

Digital earners struggle with tax compliance.


Service design: A tale of two tax agencies

Service design can increase compliance levels.

The taxpayer engagement imperative

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.

Latest revenue insights

Meet our subject matter experts and get their latest take on the most pressing issues facing revenue agencies.

Revenue agencies will be leaders in driving sustainability

Adopting standard sustainability reporting now creates the foundation for Revenue agencies’ future as leaders in this space.

The Revenue industry journey to cloud, why bother?

David Regan explains the benefits of cloud adoption for tax agencies.

Revenue journey to cloud – a work in progress!

David Regan explains what cloud offers to revenue agencies.

Case studies

Cloud technology helped the State Treasury of Finland saved hundreds of businesses from bankruptcy.

Meeting customer needs for an on-demand service with conversational AI technology

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