at the Bulgarian National Revenue Agency

1. E-Services in Europe – Study Results E-Government in service to the taxpayers - developing and enlarging on-line administrative services at the Bulgarian National Revenue Agency Date: 31.01.2008 Location: NRA, Bankya, BG

2. Main Topics: Characteristics of e-services portals for e-tax applications Outlook on European developments

3. 1. Characteristics of e-services portals for e-tax applications Consolidated results of a study analysing e-services in 17 EU countries

4. Presentation of Results & Findings from the Research made • Data collection methodology for the Study • What is „best-practice“ in Europe

5. Data collection methodology for the Study: • Source search methods • Web-based survey • Literature search • Email interviews • Telephone interviews

6. Aspects analysed by the Study • Strategic aspects for e-services providers • Target groups for applying e-services • Related social services included/connected • Other public services offered by the tax portals • Typical solutions implemented in portals • Types of registration solutions • Authentication types • Types of taxes handled by the applications

7. Strategic Aspects

9. Target Groups

11. Relations to social security services

13. Relations to other administration services

15. Typical solutions implemented in portals

17. Types of registration solutions

19. Authentication types

21. Types of taxes handled by the applications

23. Outlook on European developments • Ten years of e-taxation experience in Denmark • The e-tax portal in France • Your Europe • Communication and Information Resource Centre for Administrations, Businesses and Citizens

24. E-Taxation Denmark A look-back on ten years of history 1996 - 2006 Case Study

25. system that has grown from a telephone based voice response system to the present-day Internet based platform with digital signatures • income tax system compiles data from various sources such as the employer and various institutions such as banks, social welfare authorities etc. to the tax authorities to produce a preliminary tax declaration for each citizen and subsequently sends it by post to them • citizens can make changes automatically through the Internet or the telephone "SelfKey" system, or by traditional post

26. Objectives • The eGovernment strategy of the CustomsTax authority in Denmark has three objectives: • To be a driving force in the development of the digital society. • To be open for cross-organisational change. • To improve and develop its own services.

28. ICT and other resources • 30-year history of computerisation and digitalisation • the complex of ICT systems consists of over 100 different systems or system components • the ICT solution used by CustomsTax is therefore one of the most complex solutions deployed in Denmark • the major parts of the ICT system have been developed by the companies CSC and KMD • the systems developed by CSC can be grouped into six "patterns" all using the same platform, systems development environment and integration infrastructure.

29. Learning points and conclusions • The increased digitalisation and individualisation of public services since 1990 has resulted in more and more citizens adopting the online use of those services. • The strategy of reducing citizen workload in processing tax has lead to increased acceptance for the tax system itself. • On the other hand, an ongoing criticism is that calculating income tax is now so complicated that most citizens aren't capable of recalculating the tax themselves and checking up on the authorities information and calculations. • Since such a large proportion of taxpayers can meet their obligation by remaining passive, criticism of the tax system itself and as a whole is reduced - people do not feel they have any control over the process anyway. 

30. Personalized Portal for e-taxes in France – online demonstration http://www.impots.gouv.fr/portal/dgi/home;jsessionid=BFXWX0AOJ52ULQFIEMQSFFOAVARXAIV1?pageId=home&sfid=00&DPSLogout=true&_requestid=3038910

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32. Your Europe http://ec.europa.eu/youreurope/

34. The aim of this action is the provision to European citizens and enterprises of public online information and services with a cross-border dimension. Services should be offered to both EU citizens and enterprises in real-life situations (for example citizens wish to work or study in another MS, or EU enterprises wanting to move or open a new branch in another MS). The portal will therefore assist EU enterprises and citizens wishing to settle in another Member State or to perform their activity in a pan-European context.

35. Communication and Information Resource Centre for Administrations, Businesses and Citizens – a possible example for inter-agency cooperation (A2A) http://circa.europa.eu/

37. CIRCABC aims to provide administrations, businesses and citizens with an online ‘virtual workspace’. This tool is used to provide effective and secure services to share resources and documents. • CIRCA forum is used by: • 38 DG or EU commission services • 15 other institutions or decentralised bodies • 12 inter-institutional projects • Number of interest groups 2060 • Number of documents 550 000 • Number of users 76 200 • Average request/day: 94 414

38. Conclusions

39. offering a large range of services on the portal • applications should allow for intuitive moving and logical work flows • stable applications not asking for sophisticated or alternative ways of data entry or information retrieval • clearly visible distinction between the web pages of the three main user groups (citizen, businesses, administrations) • importance of user self-service is constantly increasing • pre-filled-in tax declaration become fashionable • E-tax applications should develop alongside a trend • e-tax services don’t stop at country borders

40. We thank you very much for your attention!