Taxpayers not only expect more and detailed information, they also articulate their demand for better taxpayer services more openly. This has put pressure on authorities to improve the service function. While in some countries tax administrations have been proactive and have initiated service-oriented reforms, in others the process has been led or forced through political decisions. The most evident trend during the last few years is a focus on the taxpayer as a client and not as victim of administrative measures. Another trend is the reform of administrative rules and procedures with a view to reduce the need for service.
Total accessibility becomes an objective as telephone and Internet services are growing.
In particular the latter provides an increasing supply of services, including interactive services. This results in different sorts of co-operation like common location, Internet portals etc. The purpose is to give the citizen the opportunity to solve a number of issues in a certain situation at one place. Checklist Key issues to be successful in the field of taxpayer service. To have a clear idea what the organisation has to achieve and to implement it in the entire organisation.