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CUTTING
TAXPAYER
ERRORS WITH
STRONGER
SERVICE
DESIGN
How More Citizen-Centric
Services Can Drive
Superior Compliance
Featu...
TAX ERRORS ARE WIDESPREAD
Copyright © 2018 Accenture. All rights reserved. 2
Thousands of little mistakes become a signifi...
THE BURDEN OF ERRORS
Copyright © 2018 Accenture. All rights reserved. 3
How far can digital services
go to prevent taxpaye...
ELIMINATING ERROR
Copyright © 2018 Accenture. All rights reserved. 4
How can we accelerate the extinction
of burdensome ta...
Copyright © 2018 Accenture. All rights reserved. 5
Taxpayer errors remain
a major burden on
revenue agencies and
taxpayers...
INADVERTENT ERRORS ARE WIDESPREAD
Copyright © 2018 Accenture. All rights reserved. 6
Over two-thirds of respondents made
f...
ERRORS ARE FOUND BEFORE, DURING
AND AFTER SUBMISSION
Copyright © 2018 Accenture. All rights reserved. 7
Taxpayers resolve ...
WHERE ERRORS STRIKE
Copyright © 2018 Accenture. All rights reserved. 8
Misunderstandings and maths errors
are behind the m...
ACCURATE AUTOMATION
Copyright © 2018 Accenture. All rights reserved. 9
Taxpayers think automatic validation
is the best wa...
Copyright © 2018 Accenture. All rights reserved. 10
Younger people make
more errors—we
need more supportive
tax services f...
ADAPTING TO AGE GROUPS
Copyright © 2018 Accenture. All rights reserved. 11
Those between 18 and 34 have high error rates
S...
BEHIND THE ERROR RATE
Copyright © 2018 Accenture. All rights reserved. 12
Unnecessary complexity and bad design
Revenue ag...
STOPPING THE CYCLE OF ERRORS
Copyright © 2018 Accenture. All rights reserved. 13
A system designed for the taxpayer
To add...
Copyright © 2018 Accenture. All rights reserved. 14
It will take more than
digitalization alone to
relieve the burden of
t...
GETTING DIGITALIZATION RIGHT
Copyright © 2018 Accenture. All rights reserved. 15
A system designed for the taxpayer
Digita...
16Copyright © 2018 Accenture. All rights reserved.
THREE
PRINCIPLES
OF SERVICE
DESIGN
3
2
1USER CENTRIC
Putting the user a...
ERROR-FIGHTING SERVICE DESIGN
Copyright © 2018 Accenture. All rights reserved. 17
The Four “Forms”
Work with platforms
and...
Copyright © 2018 Accenture. All rights reserved. 18
Make it easier for citizens
to avoid errors—better
service experience ...
CASE STUDY
Copyright © 2018 Accenture. All rights reserved. 19
The ATO’s “Reinvention Program”
The Australian Tax Office (...
SURVEY
METHODOLOGY
ABOUT THE ACCENTURE
TAXPAYER SURVEY
Copyright © 2018 Accenture. All rights reserved. 21
This report is based on data from ...
SAMPLE COMPOSITION
22
6,512 taxpayers aged 18+
Note: The study was conducted with a confidence level of 95%
GENDER
Count %...
CONTACT US
23Copyright © 2018 Accenture. All rights reserved.
DAVID REGAN
Global Managing Director
Accenture Revenue
MICHA...
FIND OUT MORE
Copyright © 2018 Accenture
All rights reserved.
Accenture,its logo,and High performance.
Delivered.are trade...
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Cutting Taxpayer Errors With Stronger Service Design: How More Citizen-centric Services Can Drive Superior Compliance

Taxpayer errors remain a major burden on revenue agencies and taxpayers alike. A system designed for the taxpayer with a stronger
service design approach will help to address this issue. We feature findings from the Accenture 2017 Taxpayer Survey. Learn more: https://accntu.re/2KrL3mx

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Cutting Taxpayer Errors With Stronger Service Design: How More Citizen-centric Services Can Drive Superior Compliance

  1. 1. CUTTING TAXPAYER ERRORS WITH STRONGER SERVICE DESIGN How More Citizen-Centric Services Can Drive Superior Compliance Featuring findingsfrom the Accenture2017 TaxpayerSurvey
  2. 2. TAX ERRORS ARE WIDESPREAD Copyright © 2018 Accenture. All rights reserved. 2 Thousands of little mistakes become a significant burden on revenue agencies and taxpayers Missing, inaccurate or expired ID numbers Errors in tax credits or deductions Missed deadlines Incorrectly approximating figures Spelling mistakes Incorrect Bank account numbers Mixed personal and business expenses Under- or over-claiming Inability to understand obligations Forms not signed Property income errors Wrong date Filing or working status errors Verification code/ PIN errors Missed deductions Gross/net confusion Math blunders Misunderstanding form fields Incorrect residency status Miscalculated dividend income
  3. 3. THE BURDEN OF ERRORS Copyright © 2018 Accenture. All rights reserved. 3 How far can digital services go to prevent taxpayer errors? Revenue agencies lose billions globally to innocent, misinformed and careless taxpayer errors that could be prevented with better service design and digital systems. On top of lost revenue, errors increase pressure on the revenue agency workforce, with often tedious rectifications lowering productivity and morale. By intelligently automating revenue agency processes, taxpayer errors can be reduced. In the UK, £8 billion (US$11.4 billion) a year in tax is lost from avoidable taxpayer errors1 1 - https://www.gov.uk/government/publications/making-tax-digital/overview-of-making-tax-digital#introduction-to-making-tax-digital
  4. 4. ELIMINATING ERROR Copyright © 2018 Accenture. All rights reserved. 4 How can we accelerate the extinction of burdensome taxpayer errors? Revenue agencies have already shown that digitalization helps prevent and correct errors: Almost 10 years ago (2009) the relatively new e-File system (for tax returns) from the US Internal Revenue Service (IRS) recorded an error rate of 9 percent, compared to 21 percent for paper returns.2 As digital filing has matured, errors have decreased. The IRS today reports an error rate for electronic returns of 0.5 percent.3 2 - https://www.treasury.gov/tigta/auditreports/2011reports/201130048fr.pdf 3 - https://www.irs.com/articles/pros-and-cons-e-filing-taxes However, while this is impressive progress, errors are still a major issue… Digital error checking is still basic (covering, for example, arithmetic and completeness) and less obvious errors continue to flow through electronic submissions, they just manifest later. Beyond annual returns, many other submissions and interactions are still reliant on paper forms.
  5. 5. Copyright © 2018 Accenture. All rights reserved. 5 Taxpayer errors remain a major burden on revenue agencies and taxpayers alike… “
  6. 6. INADVERTENT ERRORS ARE WIDESPREAD Copyright © 2018 Accenture. All rights reserved. 6 Over two-thirds of respondents made filing errors in the last two years Have you made any taxpayer errors in the last 24 months while managing your taxes and interacting with your tax authority? “ 29% 31% 32% 35% Responding to an audit / examination Changing personal information Registering/qualifying for taxes, deductions, credits, and benefits Filing or amending tax returns or submitting other forms
  7. 7. ERRORS ARE FOUND BEFORE, DURING AND AFTER SUBMISSION Copyright © 2018 Accenture. All rights reserved. 7 Taxpayers resolve many of their own errors, while many slip past automatic checks 31% 53% 36% 26% 44% 25% 29% 33% 25%22% 35% 41% Filing/amending tax returns or submitting other forms Registering/qualifying for taxes, deductions, credits and benefits Changing personal information Responding to an audit/examination AFTER SUBMISSION The error was discovered after the respondent submitted the information DURING SUBMISSION Automatic screening highlighted the error immediately BEFORE SUBMISSION The error was discovered while the respondent was preparing a tax return or form Sample: Respondents who committed taxerrorSource: Accenture Taxpayer Survey 2017
  8. 8. WHERE ERRORS STRIKE Copyright © 2018 Accenture. All rights reserved. 8 Misunderstandings and maths errors are behind the most common errors Sample: Respondents who committed taxerrorSource: Accenture Taxpayer Survey 2017 I made a reporting error because of misunderstanding tax laws I made a mathematical or calculation error I made a data entry or clerical error I forgotto reportsomething (e.g. additional income from shares) I forgotto sign or add an attachment I submitted tax information that was inconsistent I used incorrectinformation from third parties for tax purposes Filing/amending tax returns or forms Responding to audit/exam 46% 32% 29% 25% 25% 24% 23% 25% 38% 19% 28% 29% 26% 30%
  9. 9. ACCURATE AUTOMATION Copyright © 2018 Accenture. All rights reserved. 9 Taxpayers think automatic validation is the best way to reduce errors Sample: Respondents who committed taxerrorSource: Accenture Taxpayer Survey 2017 Question: if your tax authority were to provide the following resources and information,how important would these be in helping you to reduce or eliminate the errors that you have made? (Top 3 Ranks) 30% 14% 29% 8% 5% 7% 2% 54% 48% 46% 39% 38% 35% 15% Top Choice Within Top 3 Automatic validation of your entries Live online chat service Short informational videos A virtual digital assistant Preemptive notificationof issues (e.g. legal changes) Pre-filled forms using previous years’ data Pre-filled forms using current third-party information Respondents’ preference for automated checks and live assistance shows taxpayers want a more responsive, intelligent and helpful revenue agency
  10. 10. Copyright © 2018 Accenture. All rights reserved. 10 Younger people make more errors—we need more supportive tax services for less experienced taxpayers. “
  11. 11. ADAPTING TO AGE GROUPS Copyright © 2018 Accenture. All rights reserved. 11 Those between 18 and 34 have high error rates Sample: All respondents (n=6512)Source: Accenture Taxpayer Survey 2017 Have you made any taxpayer errors in the last 24 months while managing your taxes and interacting with your tax authority? 35% 53% 47% 32% 16% Overall 18-24 years 25-34 years 35-54 years 55+ years 29% 50% 42% 25% 8% Overall 18-24 years 25-34 years 35-54 years 55+ years FILING/AMENDING TAX RETURNS OR SUBMITTING OTHERFORMS RESPONDING TO AN AUDIT/EXAMINATION
  12. 12. BEHIND THE ERROR RATE Copyright © 2018 Accenture. All rights reserved. 12 Unnecessary complexity and bad design Revenue agencies are not responsible for tax legislation, but they are responsible for communicating its effects. Most tax systems are complex and if revenue agencies fail to make it easy for taxpayers, errors will remain a major burden. Taxpayers need a system that helps them along and addresses the challenges many report in dealing with their tax affairs. Disconnected services, excessively complex processes and a confusing mix of paper and digital interactions all increase the burden on taxpayers, leading to lower accuracy. The tax system can encourage taxpayers to put off thinking about their taxes until the last minute, increasing the chance of errors.
  13. 13. STOPPING THE CYCLE OF ERRORS Copyright © 2018 Accenture. All rights reserved. 13 A system designed for the taxpayer To address the cycle of errors and improve the tax experience, revenue agencies need to redesign their services and how they interact with citizens. The key will be to put the customer at the heart of their design approach as agencies exploit new technologies. For younger taxpayers in particular, fitting tax into their lives demands a digital tool that is with them wherever they are. Millennials will use an engaging, tailored, integrated and easy digital interface. Errors will decline as the digital experience becomes easier and more personalised. Redesign services and taxpayer interaction can address the continuous cycle of errors and improve the experience
  14. 14. Copyright © 2018 Accenture. All rights reserved. 14 It will take more than digitalization alone to relieve the burden of taxpayer errors. “
  15. 15. GETTING DIGITALIZATION RIGHT Copyright © 2018 Accenture. All rights reserved. 15 A system designed for the taxpayer Digital systems are not alone a solution to taxpayer errors. Electronic systems can have numerous automated checks but still be overcomplicated and burdensome for taxpayers. The way digital interactions are designed needs to built around the customer they serve, anticipating their needs, level of knowledge and available information. With a stronger service design approach… Connecting with the revenue agency will become as simple and intuitive as possible, making it easier to comply. Compliance will improve with more accurate and on-time returns. Employees will spend less time correcting errors and more time focusing on higher priority and higher value issues. Taxpayers will become more satisfied with the service and less burdened by the tax system.
  16. 16. 16Copyright © 2018 Accenture. All rights reserved. THREE PRINCIPLES OF SERVICE DESIGN 3 2 1USER CENTRIC Putting the user at the heart of everything you do fosters an empathetic understanding of the problems to be solved and will create services that delight users and gain adoption CO-CREATION Exploring and designing concepts together will produce solutions that are business viable as well as technically feasible HOLISTIC Building interdependent, interrelated experiences that connect emotionally with people help propel services that scale beyond the original idea. Agencies can implement complete solutions driving greater value to the agency faster.
  17. 17. ERROR-FIGHTING SERVICE DESIGN Copyright © 2018 Accenture. All rights reserved. 17 The Four “Forms” Work with platforms and users to gain understanding using quantitative and qualitative research Identify the opportunities to create value through the art-of-the-possible Design solutions together that solve the problems and shape experiments to learn from users Expand, strengthen, and enrich solutions that create value INFORM Discover with insight FORMULATE Describe with impact FREEFORM Co-create with agility TRANSFORM Scale with excellence Use Service Design to construct new and engaging ways to reduce taxpayer errors and foster voluntary compliance.
  18. 18. Copyright © 2018 Accenture. All rights reserved. 18 Make it easier for citizens to avoid errors—better service experience guides taxpayers to accurate compliance “
  19. 19. CASE STUDY Copyright © 2018 Accenture. All rights reserved. 19 The ATO’s “Reinvention Program” The Australian Tax Office (ATO) has become significantly more user-driven in recent years. The agency’s “Reinvention Program” focusses on creating better services and experiences by engaging and co-designing with taxpayers directly. This includes: SURVEYS of taxpayer and staff satisfaction SIMULATIONS to test thinking and products ON-SITE VISITS to understand client experience CO-DESIGN WORKSHOPS with different market segments SANDBOX ENVIRONMENTS to test and gain feedback on services Source: https://www.ato.gov.au/Media-centre/Speeches/Commissioner/Better-services-and-a-better-experience-for-Australians/
  20. 20. SURVEY METHODOLOGY
  21. 21. ABOUT THE ACCENTURE TAXPAYER SURVEY Copyright © 2018 Accenture. All rights reserved. 21 This report is based on data from the third edition of the Accenture Taxpayer Survey. The survey explored the experiences, attitudes and expectations of citizens – from 12 countries – with respect to their national/federal tax authority. SAMPLE SIZE: 6,512 in total (1,001 from the US; circa 500 from each other country) FIELDWORK DATE: March/April 2017 RESPONDENT PROFILE: To participate, respondents must have interacted with their tax authority in the last 12 months and be over 18 years of age. They included part-time and full-time employees, retirees, self-employed and business owners. 62% Part-time/full-time employee; files a tax return 12% Part-time/full-time employee; did not have to file a tax return 10% Self-employed/small business; files a tax return 3% Self-employed/small business; did not have to file a tax return 10% Retiree; files a tax return 3% Retiree; did not have to file a tax return COUNTRIES: LANGUAGES: Respondents were surveyed in their local languages (English was used in Singapore). Australia Denmark France Ireland Japan Netherlands New Zealand Norway Singapore Spain UK US
  22. 22. SAMPLE COMPOSITION 22 6,512 taxpayers aged 18+ Note: The study was conducted with a confidence level of 95% GENDER Count % MEN 3280 50% WOMEN 3232 50% TOTAL 6512 100% AGE Count % 18-24 748 11% 25-34 1708 26% 35-44 1469 23% 45-54 1158 18% > 55 1429 22% TOTAL 6512 100% COUNTRY Count % AUSTRALIA 500 8% DENMARK 502 8% FRANCE 500 8% IRELAND 500 8% JAPAN 500 8% NETHERLANDS 502 8% NEW ZEALAND 503 8% NORWAY 500 8% SINGAPORE 501 8% SPAIN 503 8% U.S. 1001 15% UK 500 8% TOTAL 6512 100% Copyright © 2018 Accenture. All rights reserved.
  23. 23. CONTACT US 23Copyright © 2018 Accenture. All rights reserved. DAVID REGAN Global Managing Director Accenture Revenue MICHAEL KELLY Digital Lead Accenture Revenue Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions—underpinned by the world’s largest delivery network—Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With approximately 442,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. Visit us at www.accenture.com. ABOUT ACCENTURE
  24. 24. FIND OUT MORE Copyright © 2018 Accenture All rights reserved. Accenture,its logo,and High performance. Delivered.are trademarks of Accenture. accenture.com/revenue

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