Citizens want to interact with revenue agencies via digital channels, but they are not satisfied with the speed, ease of use, or range of services available today.
Now in its second year, Accenture’s Digital Taxpayers Research focuses on how revenue agencies are taking the taxpayer experience to the next level. Analysis of the United States results has identified opportunities for the Internal Revenue Service (IRS) to match the needs of digital-minded taxpayers, while expanding access to services, reducing operating costs, and realizing incremental gains in voluntary compliance.
In the United States, three key trends emerge from analyzing the views of taxpayers, clearly signaling the next steps on the IRS’s path to digital government:
Taxpayers of all demographics desire a digital taxpayer experience that is personalized to their needs.
Taxpayers desire an omni-channel customer service experience, where they are able to consistently and seamlessly move between traditional and digital channels.
Taxpayers are accustomed to interacting with banks, tax preparers, and third-party software providers to manage their taxes. The opportunity exists for the IRS to further serve the taxpayer by expanding the scale of its customer service reach through the tax ecosystem.
Advances in digital technologies are creating many opportunities for revenue agencies to provide the simplicity, speed, and personalized experience that taxpayers are looking for.