The Tax Administration (AEAT) is working on a new service model that will allow the taxpayer to choose the channel through which he wants to communicate with the State Treasury (face-to-face, by phone or via the Internet), and it is planned to increase assistance in the offices. The announcement was made on Friday by the Director General of the AEAT, Soledad Fernández, at a meeting before the closing of the XXXII Congress of State Treasury Inspectors, held this week in Granada.
In practice, this new system includes the unification of all its information and assistance services to citizens, and will begin to be tested in a pilot test that will begin before the end of the year. “There is room for improvement in our information and assistance services to citizens,” admitted Fernández, who also emphasized that the Agency cannot ignore certain citizens who are not immersed in the digital world. “We will not abandon it (face-to-face attention), but we will promote it, especially for people over 65 years old“. The AEAT director general also referred to any other group of taxpayers that could be affected by the digital divide.
A new simpler application for scheduling appointments
The new system will provide access to a simpler and more intuitive pre-scheduling application that will offer citizens available channels for the service they need (for example, if they have received a notification from the State Treasury or are waiting for the return of the Rental Statement). In this way, the Tax Administration intends to provide the vast majority of its services in all channels, including chat, video help (which already exists and will be expanded to new services), the written information or the mobile application itself.
AEAT’s goal is to launch a new care system next year and expand it to include more and more services, so that it will be ready within two or three years. The operation will enable the integration of different levels, so that if the first does not respond to the taxpayer’s query, it goes to the second level more specialized, which will probably be in ADI (Integral Digital Administrations, which offer personalized virtual assistance).
The agency also set itself the goal of improving the language used in communication with taxpayers in order to make it more accessible. It also intends to improve the telephone helpline, which has been greatly affected by the pandemic and has been slow to recover. It will therefore launch a “telephone routing service provider network” which it intends to include staff from all Ministry of Finance delegations.
Another of the innovations incorporated into the new system of care in which the body functions is a an internal application that will provide the officer with all the information he needs from the taxpayer who requested an appointment. This ‘application’ will serve to simplify procedures and is part of the effort to advance the process of digitization of the administration.