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.
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Service delivery environment
The purpose of Chapter 3 is to build an understanding of the broader service delivery environment in which revenue bodies operate and administer tax systems and identify trends, patterns and common characteristics in their approaches to service delivery. To do so, the chapter explores the aggregated survey responses submitted by the revenue bodies, together with additional information collected in the process of exploratory conversations.
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