Choosing e-Services: How to Encourage Customers Use Digital Services

With the growth in technology capabilities and demands for improved performance, tax administrations are encouraged to intensify their efforts to shift customers from traditional channels to more efficient e-channels, e-services and e-filing. Focus will be on approaches to shifting customers’ demand to electronic services, methods to reach customers with low IT skills, taxpayer behaviour, user involvement and other innovative ways to encourage a wider spread use of e-services.