Digital Workshop on Customer Centricity Now, and in the Future – Case Studies from Different Tax Administrations

A customer-centric approach redefines how tax authorities interact with taxpayers by simplifying tax processes, making them more accessible and user-friendly, and prioritising the needs, behaviors, and experiences of taxpayers. This transformation involves analysing different taxpayer groups and designing services that are straightforward and accessible. It encourages proactive communication, the use of digital tools, and a commitment to continuous improvement. The overarching goals are to build trust, enhance taxpayer satisfaction, and increase efficiency for both taxpayers and the administration.

The Workshop showcased practical case studies from IOTA member tax administrations, including Belgium, Finland, France, Georgia, Greece, Italy, the Netherlands, Portugal, and Spain. It also included discussions on transitioning to user-focused service delivery and strategies for overcoming common challenges.

The event began with a brief introduction by IOTA International Taxation Experts Massimo Morarelli and Alexandros Roukalis, followed by case study presentations that highlighted the implementation of customer-centric approaches by various tax authorities. On the first day of the workshop, the following countries shared their experiences:

• Finland: “From Operations to Ecosystems: Customer-centricity at the Finnish Tax Administration” presented by Eevi Saarikoski;
• The Netherlands: “Our journey to a more customer-centric Dutch Tax Administration” co-presented by Wieteke Agterhoek-Schrijver and Yfke Van Der Sloot;
• Portugal: “Building Trust and Efficiency in the Tax Relationship” presented by Carla Santos;
• Georgia: “Customer Centricity in Georgia Revenue Service” Presented by Teona Tsimakuridze;
• Italy: “Services provided for citizens: a user-centric model” presented by Cinzia Castelli.

The second day of the event continued to explore the implementation of a customer-centric approach, featuring additional valuable case studies from other IOTA member tax administrations:

• Belgium: “Stakeholder Approach at the FPS Finance – Building Digital Services Together” presented by Nele Rombauts;
• Greece: “IAPR’s Service Strategy: A Citizen-Centric Approach to the Transformation” presented by Kalypso Sardeli;
• Spain: “The adaptation of Spain's information and assistance model, to taxpayers' needs and Abilities” presented by Margarita Martinez Val;
• France: “French strategy to anticipate and meet our users' expectations” presented by Beatrice Simpson.

Each day of the Workshop included an interactive Q&A session, allowing participants to ask questions and share their experiences on the topics discussed. The event concluded with a Panel Debate on key issues regarding how tax authorities can effectively center their services on taxpayer needs, behaviors, and experiences. All materials and presentations from the Workshop are now available online on the event's webpage, and a video recording of the event will soon be accessible on the same platform. The Workshop was facilitated by IOTA International Taxation Experts, Massimo Morarelli and Alexandros Roukalis.