ABSTRACT
To this day, filing and paying annual taxes remains one of the most, literally, ‘taxing’ tasks citizens and residents face every year. From Denmark to Germany, from the US to the UK, many governments have begun to seek ways to reduce the burden involved in reporting taxes by citizens and businesses. And many have put pressure on their tax administrations to make tax compliance easier. Improving tax services reduces cost for tax administrations, increases the flow of revenues and contributes to greater satisfaction of citizens with their governments. Likewise, well intended tax policies, like any other public policy, depend on services people can access, understand and use to achieve their aims. None of this happens when the government agency responsible for these services lacks the capability and knowledge to develop such services.
