Dutch Finance Minister Eric Wiebes wants the Dutch tax authorities (Belastingdienst) to move to exclusively digital correspondence. The tax authorities are therefore looking for assistance to ensure that the introduction of digital correspondence with citizens runs smoothly. The University of Twente and the tax authorities have signed a cooperation agreement on monitoring the introduction of electronic messaging.
Dutch Finance Minister Eric Wiebes is keen for the Dutch tax authorities to make the transition to exclusively digital correspondence. In his view, digital communication has several advantages: it is safer, more convenient, cheaper and faster. These advantages were recognized by the Dutch parliament, too, but a number of questions were also raised. For example, MPs asked whether sufficient account will be taken of those who do not use the internet under the new approach.[1]
Going digital
The minister wants to complete the transition from printed letters to digital correspondence within two years. In his view, the pace of change is ‘very restrained’ and he points out that the digitization of the tax system has already been underway for some time. However, for the full transition to occur, people will need to activate their electronic Message Box on the website MijnOverheid.nl. A publicity campaign is currently underway to encourage Dutch taxpayers to do this.
The University of Twente’s role
‘To ensure that the introduction of digital correspondence runs smoothly from the point of view of the general public, the tax authorities have sought the assistance of the University of Twente as an impartial and experienced third party,’ explains Professor Wolfgang Ebbers of Twente’s Center for e-Government Studies.
Center for e-Government Studies
The Center for e-Government Studies (CFES) will assist the tax authorities over a two-year period. CFES will, for example, monitor the introduction of the Message Box from the taxpayer’s perspective, advise the authorities on the level of awareness among citizens, how widely used and popular the new system is and how confident people feel about using the Message Box.
Learning process
‘Both CFES and the tax authorities realize that this enormous operation could have a major impact on Dutch society. The issue of people who do not have internet access is not the only matter that needs to be addressed. Even those who are already online will need to learn to deal with informative, communicative, strategic or bureaucratic “digital skills”. This will be a learning process for both the tax authorities and taxpayers alike,’ says Professor Wolfgang Ebbers.
[1] Some 90% of taxpayers already submit their tax return digitally, and people can also contact the help desk at their local tax office.
