New tax administration support model aims to simplify taxpayer contact and expand access through all channels
The tax administration is developing a fresh, unified support model to streamline how taxpayers reach the administration and to boost service delivery across every channel. The focus is clear: make access easier for seniors and for people affected by the digital gap while maintaining high service standards across face to face, telephone, and digital options.
The model proposes an improved pre appointment computer system that will integrate all forms of assistance into one single platform. This means face to face services, telephone support and digital channels such as the electronic center and a dedicated mobile app will be connected within a single, seamless system.
Tax Office director Soledad Fernandez is piloting this improvement from November through December with the goal of full operation in the coming year. The initiative is designed so that the help provided is identical at the national level regardless of the channel used. Whether in person or online, taxpayers will receive the same information and guidance, ensuring consistent criteria whether services are accessed locally or from abroad.
The merger spans face to face, telephone, and digital encounters across multiple sites and channels. It covers both the Management area and the Customs and Collection sectors, and it remains consistent regardless of the local distribution or the specific area of inquiry for the taxpayer.
In addition, support by phone will be standardized so that whichever phone line a taxpayer dials, the response is consistent. This strengthens uniformity of criteria and the overall quality of service. The aim is to make contact easy and fast so that the person can choose the channel that suits their needs while receiving useful, clear information and building a constructive relationship with the administration.
New phone service with easier access
Alongside a traditional in person scheduling system at an AEAT office, the project introduces a new telephone service that is easier to reach and supported by expert staff. After listening to the request, staff can help arrange a face to face appointment if needed and, when possible, address questions on the spot so taxpayers do not need to travel unnecessarily to offices.
The plan also includes enhanced tools such as live chat or video assistance for certain services while maintaining a strong focus on security in all new channels of public administration engagement.
Electronic identification will be promoted to facilitate authentication. The Cl@ve Pin system and electronic certificate already support stronger identity verification for non face to face interactions, guaranteeing the authenticity of the person and providing a secure verification process described by the administering authority as essential for reliable access. These developments align with current standards for remote government services and aim to increase user confidence in digital interactions [Cited from Tax Authority briefings, 2024].