Revenue

Reinvent total experience using traditional and generative AI methods

What’s going on

Revenue agencies have made significant strides in enhancing user experience with a "taxpayer-first" approach, from simplifying tax return submissions using their digital services to providing clearer policy interpretations. The next goal is to achieve holistic interaction among taxpayers, the wider ecosystem and the revenue agency workforce—what we call the total experience (TX). AI can help resolve value chain issues to enable this holistic experience. Continuous innovation will be key for revenue agencies to stay ahead and serve taxpayers better.

4 ways revenue agencies are changing

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Compliance is back on the discussion table

After three years of distributing benefits to support taxpayers and sustain the economy, revenue agencies are gradually reinstating their compliance measures. The question—and challenge—now is: How can compliance be made easier and more intuitive for taxpayers?

Employee experience is equally important as taxpayer experience

Revenue agency employees are navigating outdated user interfaces, yet they are still expected to deliver top-notch service to their clients. Recognizing this, revenue agencies now understand that improving the employee experience is a crucial step to better serve the taxpayers.

Need for balancing workloads during tax time peaks

Tax time core processing is the backbone of revenue agencies. From setting up obligations and pre-filling returns to running calculations and issuing assessments, it's a system powered by sequential batch modules. But the big question is: How can agencies reduce the workload for both taxpayers and employees during peak tax times? Can they make real-time tax return processing a reality?

Modernizing technology is essential

The IT team serves as a technological foundation for the revenue agency, handling everything from app development to keeping systems running. To boost efficiency, agencies must adopt modern developer tools and transition to the cloud. This will speed up system builds and improve overall performance.

By adopting AI, agencies can offer hyper-personalized advice to non-filers and non-payers to make tax compliance easier and more effective. Think customized installment plans, ready-to-submit tax returns, salary-deduction tax plans and more.

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Upgrades to outdated systems and interfaces are necessary, but they take time. Machine Learning techniques and gen AI-infused training can help identify and fix issues, making navigation easier while empowering staff and helping them better serve taxpayers.

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Revenue agencies are stuck with slow systems that delay tax return updates for hours—or even days. It's time to switch to real-time processing, replacing batch modules with independent services that can swiftly process tax returns one at a time.

Cloud solutions offer scalability, flexibility, cost savings, enhanced security and real-time collaboration. Switching to cloud-native architecture allows business divisions to operate independently. Generative AI can help convert legacy code to modern languages, create user stories and develop test scripts, significantly accelerating migration to cloud.

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