How service design can contribute to creating better tax services (SKAT) - Nielsen, Mølgaard
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This document discusses how service design can help tax agencies create better services for taxpayers. It notes that taxpayers have different levels of awareness, ability, and motivation to comply with tax obligations. The document advocates for tax agencies to take a more customer-oriented approach that understands these differences and provides tailored information and services. This includes initiatives like customer panels, segmentation, analysis, and strategies focused on improving the customer experience. The goal is for tax agencies to better support taxpayers and help more of them successfully comply.
How service design can contribute to creating better tax services (SKAT) - Nielsen, Mølgaard
- 1. How service design can contribute to create better tax services Ronnie Nielsen & Louise Helmer Nielsen
- 3. 1632
- 5. Who are our customers ?
- 7. We have different types of customers
- 8. Determined not to comply Unwilling to comply, but can be influenced Willing to comply, but does not always succeed Willing and able to comply
- 11. Awareness: are taxpayers aware of their obligations? Ability: are taxpayers able to comply? Motivation: are taxpayers willing to comply? Why do some taxpayers stumble on the stairs?
- 12. ”She actually seemed to really care about my situation... It is good to know that they pay attention to how their actions affect people... That left a really positive impression.”
- 13. Recent initiatives Customer panel Customer segmentation Customer analysis Customer-oriented strategy