Virtual Assistance in Tax Portal (PT0010)

What is the problem addressed by the commitment? Unawareness on the part of taxpayers of a helpline available permanently (24/7), which allows: ● the automatic provision of clarifications; ● the speed and accuracy of responses. In the first half of 2021 alone, there were about 225,000 automatic services, with an understanding rate of over 86%. That reinforces that this is a line to be developed and disseminated among taxpayers.

What is the commitment? Strengthen the fiscal support provided to taxpayers by implementing a 24/7 helpline that allows: ● the automatic provision of clarifications; ● the speed and accuracy of responses. In addition, it should contribute to boosting voluntary compliance and reducing litigation, strengthening and increasing citizens' confidence and contributing to innovation in the services provided.

How does the commitment contribute to solving the problem identified? The autonomous and permanent virtual assistance will have relevant impacts on the taxpayer's personal sphere, contributing to: ● The reduction of their frustration; ● The reduction of the time gap between the identification of the problem and support for its resolution.

Why is the commitment relevant to the values of the OGP? In terms of transparency, by increasing taxpayer confidence in the Tax Authority, as more transparent and perceptible information leads to this same confidence. In public participation, by listening to and collecting opportunities for improvement, through the feedback and participation of citizens. In the field of technology and innovation, by providing a more adequate and personalized service to citizens, seeking to ensure an efficient and positive digital transition.

Additional information Measure Simplex#100/2019 - eBalcão inteligente Description of expected results ● Increase of taxpayer satisfaction; ● Reduction of unanswered calls in CAT; ● Reduction in the number of requests at the e-balcão.

Macro activities Start date Completion date 1. Strengthening technological and semantic readiness. August 2021 April 2022 2. Implementation of a relationship diagnosis module, based on indicators collected in a back office and focus group. September 2021 June 2022 3. Continuous training and adjustment of performance to increase efficiency. December 2021 November 2022 4. Reassessment and continuous improvement. January 2022 May 2023

Action Plan Review

Commitment 2: Develop autonomous virtual assistance in the Portal das Finanças

Results Report

Commitment 2. Develop autonomous virtual assistance in the Portal das Finanças

The commitment aimed to facilitate tax information and support to citizens on tax matters by developing the virtual assistance module (cATia) embedded in the Tax and Customs Authority web portal. ^[8] The virtual assistant cATia had already been launched in May 2020 and was further developed during the action plan implementation period. The objective was to use technology to increase citizens’ confidence in the tax collection system, enhance their voluntary compliance with tax payments, and reduce litigation.

The commitment was substantially completed with only the focus group consultation, and the interaction with citizens was not carried out as expected due to COVID-19 constraints. ^[9] Instead, user feedback is collected through a built-in satisfaction survey at the end of each interaction and, together with system statistics, is analyzed to continuously adjust the module and the information provided. ^[10] Commitment monitoring took place through five joint meetings between the Tax Authority, AMA, and its Center for Public Sector Innovation, LabX, from January 2021 to April 2023, without the involvement of civil society. ^[11]

According to Tax Authority representatives, cATia responds to and clarifies citizens’ queries on various tax issues with a high success rate. The number of interactions with the virtual assistant has quadrupled since 2020. By August 2023, close to 30,000 taxpayers accessed the virtual assistant cATia, and, for over 87% of them, the query was solved without the need for human assistance from a Tax Authority employee to clarify their question. ^[12]

Since the virtual assistant provides a single point of access to all tax information and tailored assistance at any time and from anywhere with an internet connection, it potentially improves access to information for citizens who are unable to attend government offices in person. A voice component introduced makes the service more inclusive for those with visual impairments. ^[13]

The IRM acknowledges the Tax and Customs Authority’s commitment to continuous improvement of the service, which can potentially benefit an ever-increasing number of citizens and contribute to reducing barriers between citizens and tax authorities. However, the lack of citizen and stakeholder engagement further distanced the commitment’s relevance as an open government reform. There is no information yet on whether this commitment helped to increase citizens’ confidence in the tax collection system, enhance their voluntary compliance with tax payments, and reduce litigation. The Tax Authority could disclose data about users’ feedback and tested methods for citizen participation beyond user satisfaction statistics. ^[14] A commitment related to tax information could be more ambitious if it went beyond the virtual assistant to provide detailed information on tax compliance and litigation data, as well as engage with users to identify information that should be preferentially disclosed (building on commitment 3 from the first action plan).