4.1.1. Information services

The INFORMA program is the main channel for obtaining written information from the Tax Agency. It consists of a database of tax questions and answers that can be accessed by both internal and external users. The INFORMA program is available for consultation via the Internet.

In 2019, there were 2,970,458 visits to the clinic, 24 percent less than in 2018, with a total of 3,909,413. This decrease in INFORMA accesses may be due to improvements in usability and better information on tax data in Renta WEB.

A Basic Tax Information Call Centre Service (901 33 55 33) on the main taxes is likewise available from Monday to Friday, open from 9am to 7pm (except in the month of August, in which the service hours are from 9am to 3pm). In 2019, 4,728,596 calls were answered, with a coverage level of 83.4 percent of calls received.

Likewise, the Tax Agency's website, https://sede.agenciatributaria.gob.es New window , is an information channel increasingly used by taxpayers. The site makes it easier to find content, as it centralises in one place all the information related to a tax, program downloads, tax forms and access to all electronic procedures.

In this context, the Tax Agency has in recent years been moving towards a new model of information and assistance, increasing the quality of the services provided, focusing on the promotion of voluntary compliance and prioritising the use of new technologies over traditional means of face-to-face assistance. An example of this is the creation of the Virtual Assistant for the Immediate Supply of Information and Value Added Tax. These virtual assistants are tools, based on the use of artificial intelligence, through which a wide range of tax information and assistance for the formalization and presentation of declarations is provided, which allow for the resolution of a wide range of questions that may be raised by taxpayers and which are complemented by the possibility of formulating them via email.

The most relevant figures are developed in the graphs included in the Annex: Graph No. 17. Evolution of accesses to the Informa Program New window ,

Chart No. 18. Evolution of calls answered by the Basic Tax Information telephone New window ,

and Chart No. 19. Evolution of visits (pages visited) to the Tax Agency's web portals New window .