Treasury will allow the taxpayer to choose through which channel they want to be served


The Tax Agency (AEAT) is working on a new service model that will allow the taxpayer to choose the channel through which they prefer to communicate with the Treasury (face-to-face, by telephone or online) and it is also planned to reinforce assistance in offices. The announcement was made on Friday by the general director of the AEAT, Soledad Fernández, at a meeting before closing the XXXII Congress of State Treasury Inspectors, which was held this week in Granada.

In practice, this new system involves unifying all its information and assistance services for citizens and will begin to be tested in a pilot test that will start before the end of the year. “Our citizen information and assistance services admitted room for improvement,” admitted Fernández, who also emphasized that the Agency cannot ignore certain citizens who are not immersed in the digital world. “We are not going to abandon it (face-to-face attention), but we are going to promote it, in particular for those over 65 years of age“. The general director of the AEAT also referred to any other group of taxpayers that may be affected by the digital divide.

A new simpler appointment application

The new system will allow access to a simpler and more intuitive prior appointment application that will offer citizens the channels available for the service they need (for example, if they have received a notification from the Treasury or have pending return of the Declaration of Rent). In this way, the Tax Agency intends to provide the vast majority of its services in all channels, including the chat, video assistance (which already exists and will be extended to new services), the written information or the mobile application itself.

The goal of the AEAT is to launch the new care system next year and expand it so that it incorporates more and more services, so that it is complete within two or three years. The operation will allow the integration of different levels, so that if the first does not respond to the taxpayer’s query, it will go to a second level more specialized, which will probably be in the ADI (Integral Digital Administrations, which offer personalized virtual assistance).

The Agency has also set itself the objective of improving the language in its communications with the taxpayer to make it more accessible. It also intends to improve telephone assistance that was greatly affected by the pandemic and that has been slow to recover. Thus, it will launch a “network of telephone attention service providers” in which it intends to incorporate personnel from all the Treasury delegations.

Another of the innovations incorporated in the new care system in which the body works is a internal application that will provide the official with all the information he needs from the taxpayer who has requested an appointment. This ‘app’ will serve to streamline procedures and is part of the effort to advance in the process of digitalization of the administration.


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