Increasing Taxpayers' Use of Self-service Channels
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.
Published on October 24, 2014
TABLE OF CONTENTS
| Foreword | |
| Abbreviations and acronyms | |
| Glossary of terms | |
| Preface | |
| Executive summary | |
| Introduction | |
| Framework for evolution of digital self-service | |
| Service delivery environment | |
| Analysis and findings on revenue body initiatives | |
| Conclusions and recommendations | |
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