CTIT University of Twente

2006-06 Work at the electronic services of the revenue service

June 2006

Frank van den Hurk

Werken aan de elektronische dienstverlening van de Belastingdienst. (Work at the electronic services of the revenue service.)

Many governmental organizations are working at the personalization of their services, the revenue service too. This report is a summary about how different governmental organizations fill in these personalized services. The most important things are the cooperation of the different organizations, to motivate citizens to use the services and to set the standards of the services. The most important result of this study is a model to combine different services. The implications are that the creators of these services should focus the cooperation with other services, that more research about the choice of service channel is needed and that it is important to set standards early.