1. 31.01.081 at the Bulgarian National Revenue Agency Date: 31.01.2008 Location: NRA, Bankya, BG E-Services in Europe – Study Results E-Government in service to the taxpayers - developing and enlarging on-line administrative services

2. 31.01.082 Main Topics: 1.Characteristics of e-services portals for e- tax applications 2.Outlook on European developments

3. 31.01.083 1. Characteristics of e-services portals for e-tax applications Consolidated results of a study analysing e-services in 17 EU countries

4. 31.01.084 Presentation of Results & Findings from the Research made  Data collection methodology for the Study  What is „best-practice“ in Europe

5. 31.01.085 Data collection methodology for the Study:  Source search methods  Web-based survey  Literature search  Email interviews  Telephone interviews

6. 31.01.086 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. 31.01.087 Strategic Aspects

8. 31.01.088 Simplified procedures. 24-hour service. Quality, immediate and efficient service. Improved and quality information to the taxpayer regarding tax matters. Use of modern technology for the submission of Income Tax Returns. simplified procedures, shorter processing times and reduction of manual operations; simplified tax account management for administration employees reduced maintenance costs within a modern IT environment. User self-service for better and faster information pay tax on-line, by monthly bank order, or by direct debit. Companies are obliged to do all tax declarations online Essential cost savings for tax authorities when applicants use online services Raising a system that offers step-by-step more and more service that can be accessed exclusively electronically Taking advantage of the situation to re-engineer the whole e-government offer

9. 31.01.089 Target Groups

10. 31.01.0810

11. 31.01.0811 Relations to social security services

12. 31.01.0812 job Searches by labour Offices social security contributions handling of low-income payments procedures related to handicapped savings and investment products war pensions pension fund messaging health services

13. 31.01.0813 Relations to other administration services

14. 31.01.0814 personal documents car registration building permission declarations to the police handling of cadastre data ordering Fiscal Receipt Books change of register partnership registration Business Branches Registry moving announcement enrolment to Higher Education certificates (birth, marriage, decease, etc) public libraries businesses have to submit invoices issued to state authorities online cadastre information and messages decease registry public keys forestry and agricultural adjustments car registration adjustments public budgeting and accounting adjustments and consolidation aAdjustment of identification codes church tax different municipal taxes car tax data transfer and services offered in connection with income and VAT statements

15. 31.01.0815 Typical solutions implemented in portals

16. 31.01.0816

17. 31.01.0817 Types of registration solutions

18. 31.01.0818

19. 31.01.0819 Authentication types

20. 31.01.0820

21. 31.01.0821 Types of taxes handled by the applications

22. 31.01.0822

23. 31.01.0823 Outlook on European developments 1.Ten years of e-taxation experience in Denmark 2.The e-tax portal in France 3.Your Europe 4.Communication and Information Resource Centre for Administrations, Businesses and Citizens

24. 31.01.0824 E-Taxation Denmark A look-back on ten years of history 1996 - 2006 Case Study

25. 31.01.0825  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. 31.01.0826 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.

27. 31.01.0827

28. 31.01.0828 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. 31.01.0829 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. 31.01.0830 Personalized Portal for e-taxes in France – online demonstration http://www.impots.gouv.fr/portal/dgi/home;jsessionid=BFX WX0AOJ52ULQFIEMQSFFOAVARXAIV1?pageId=home &sfid=00&DPSLogout=true&_requestid=3038910

31. 31.01.0831 xx

32. 31.01.0832 Your Europe http://ec.europa.eu/youreurope/

33. 31.01.0833

34. 31.01.0834 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. 31.01.0835 Communication and Information Resource Centre for Administrations, Businesses and Citizens – a possible example for inter-agency cooperation (A2A) http://circa.europa.eu/

36. 31.01.0836

37. 31.01.0837 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. 31.01.0838 Conclusions

39. 31.01.0839  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. 31.01.0840 We thank you very much for your attention!