The Tax Agency has made another significant decision that will change the way in which taxpayers interact with the Administration. In this case, what the Minister of Finance has announced has been a modification in office hours.
Any change that occurs in the relationship with the Treasury for the benefit of users will always be worthy of celebration. Although there were recently all kinds of opinions after it was announced that it is on the table that it is mandatory to present the Income Tax Return through the Internet, the organization is looking for solutions to ensure that the impact among citizens is less.
More telephone attention
One of the main concerns of citizens after discovering the change in the rule for submitting the Income Tax Return was knowing if they would receive all the telephone attention necessary for this type of novelty. After all, it is not usually easy to call the Treasury and the hours in which it is possible to do so are not, at least for now, too long. Given the avalanche of possible calls that are going to begin to accumulate, given that many doubts will have to be resolved and even guided step-by-step processes for less experienced people, it was necessary to implement changes.
Luckily, what the minister has announced is an extension of the telephone service hours of the Treasury offices. If at this time, taxpayer service hours are only offered from nine in the morning to two in the afternoon, once this change comes into effect, it will increase by a total of five hours. Therefore, the new office hours will be from nine in the morning to seven in the afternoon. With this expansion, it is more than likely that Treasury employees will have the opportunity to answer all the questions and help all the people who call on the phone.
At the moment it has not been confirmed when the new schedule will be introduced, but it is possibly just a matter of time. The plan is that citizens who have busy mornings and cannot call will now have greater flexibility to do so. Of course, it will also be a way to have more response capacity in view of the increase in queries that will possibly occur.
There will be other improvements
The Treasury has ambitious plans to make citizens more satisfied with the service provided to them. For example, it has been announced that an improvement is being developed that will be applied to both the agency’s website and the different applications that are available on mobile devices and other terminals. The improvements implemented will help improve performance and possibly make them easier for users to use, among other things. At the end of the day, this is the great objective of the administration: to ensure that even those who are not so skilled with mobile devices or computers can get the most out of the Treasury tools.
Another of the changes they have announced is the review of the texts, instructions and other elements present in relation to the Treasury so that simplified language is used. In this way, a solution will be found to the usual problem whereby it is difficult to understand many of the Treasury guides and documents, in which technical terminology or convoluted expressions are used excessively. As a complement to all this, the minister has also mentioned that they will reinforce the promotion of transparency and accountability on the part of citizens.
