The website of the Valencian Tax Office (ATV), which was completely revamped in August 2021 to offer better service, information and assistance to taxpayers, half a million visits in its first year of operation. Arcadi Spain, Minister of Finance and Economic Model and Head of ATV, evaluated these figures “positively” and stated that “our aim is to make the internet one of the main communication channels with citizens”. , he continued, “We maintain personalized assistance, but we are also trying to offer other ways of care, more dynamic and practical, adapted to the current lifestyle. Make it easy for the taxpayer”.
The ATV website now offers a more intuitive design, a more accessible structure, and better use of visual and graphic elements. Likewise, content and utilities have been reviewed and improved. “This new design has been widely accepted as it allows citizens to access information and procedures in a simple and convenient way. In addition, navigation is simplified as the topics are reorganized in a more logical way and are geared towards greater usability. Everything has a purpose, to empower the portal as an essential tool. facilitating voluntary compliance with tax obligations‘ the minister explained.
Through the ATV website, you can request appointments, ask questions (it even has a virtual assistant), file tax returns, process procedures or perform operations simulations from the three province headquarters and liquidation offices.
80% satisfaction level
The new web design also includes a survey section to learn the opinions of citizens about the services ATV offers on its website. Their initial results revealed that users averaged 80% satisfaction after visiting the web.
“The results show that we are on the right track. We included these metrics because our interest is that the ATV portal is really useful to citizens. In this way, we get first-hand information about what we are doing well and aspects that can still be improved to provide increasingly quality services,” Arcadi España explained.
this web survey online format It takes the opinions of taxpayers on the design, content, ease of use and execution of the transactions included in the new portal.
In order to obtain as much information as possible, the ATV collects data in a segmented manner and in different formats depending on the type of assistance received. For this reason, surveys are conducted by phone, in person via QR code and e-mail in order to obtain global information on citizens’ perception of ATV and its aids.
Structure and content
The home page of the ATV website shows three large sections. First, a persistent section block where topics are segmented according to the user’s intent; to learn about different taxes or procedures, to learn about the ATV or to carry out the procedure or procedures.
Secondly, there is a dynamic section of a carousel with sequential news about all these aspects that may be of interest to the user.
Third and last, the most visited sections by taxpayers are presented in a prominent way to simplify and streamline their user experience.
“The ultimate goal is to provide higher quality services to citizens in the context promoted by the Community of Valencia Law on Transparency, Good Governance and Citizen Participation,” the minister said.
Source: Informacion
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