Accenture's fifth annual global e-government study

Innovative practices in eGovernment
www.ir.dgi.minefi.gouv.fr
The French tax site (www.ir.dgi.minefi.gouv.fr) is also
proving popular. The site offers online filing and
immediate tax receipt. It is supported by online and
phone help and offers security through the use of
digital signatures and digital certificates. In 2003,
some 600,000 income tax return forms were filed
online by French people.
Canada Revenue Agency (www.ccra-adrc.gc.ca/
menu-e.html) is transforming the way services are
delivered within the Canadian government. The
agency has been steadily moving away from paperbased
transactions that require manual processing
toward automated transactions that can be submitted,
verified and processed by computer systems.
Canada Revenue laid the groundwork for electronic
filing about 10 years ago, when it revised the manual
process that it had been using to input and
verify personal income tax returns. The new process
for electronic filing, by computer and by telephone,
eliminates the requirement to submit a paper return
and supporting documents. Close to 43 percent of
personal income tax returns filed in 2003 used the
agency’s automated systems. More significantly, the
agency has closed one of its taxation data centers
and has redistributed or redeployed about 1,350 of
the jobs formerly required to process paper returns.
The Spanish revenue site of the Agencia Española
de Administración Tributaria (AEAT) is similarly rich.
Citizens can submit their tax returns online, using
a digital signature, and get status updates, help
or more information about taxes. All the services
provided by this agency are available through the
citizen portal (www.administracion.es). The success
of the French and Spanish services show the value
of providing support for users to ensure their initial
online experiences are good ones.
www.administracion.es
www.ccra-adrc.gc.ca/menu-e.html
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