4.1.1. Information services
The INFORMA program is the main channel to obtain 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 2021, accesses to the office were 2,568,181, 1 percent less than in 2020, with a total of 2,594,063.
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 2021, 5,525,396 were answered, with a coverage level regarding the calls received of 88.20%.
Tax information, in the collection field, is also provided through the Rec@t service, which in 2021 has received 777,000 calls.
In 2021, on the occasion of the 2020 income campaign, the tax information platforms were reinforced from March 24 to June 30, 2021, from 9:00 a.m. to 7:00 p.m., Monday to Friday, with 435 positions attended by 435 people, with 2,069,632 calls being answered in those months.
Likewise, the Tax Agency's website, http://sede.agenciatributaria.gob.es , is an increasingly important information channel. used by taxpayers. The website facilitates the location of content, by bringing together in one location all the information related to a tax, downloading programs, models and forms, as well as access to all electronic procedures.
Within this framework, in recent years the Tax Agency has been moving towards a new information and assistance model, increasing the quality in the provision of services, influencing the promotion of voluntary compliance and prioritizing the use of new technologies over traditional media. traditional 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 extensive tax information is provided and help for the formalization and presentation of returns, which allow solving a wide range of issues that may be raised by taxpayers and which are complemented by the possibility of starting a Chat with specialists or registering questions in the INFORMA plus Application, when the necessary information is not obtained in the automatic response of the virtual assistance tools. During 2021, there have been 1,056,272 accesses to the VAT, Income and Census virtual assistance tools (Virtual Assistants, Informants and Locators), and 1,057,256 to other aid tools, such as deadline calculators, and completion aids. of models 303 or 390.
The most relevant figures are shown in the graphs included in the Annex: Graph nº 17. Evolution of access to the Informa Program , Graph nº 18. Evolution of calls answered by the Basic Tax Information telephone number , Graph nº 19. Evolution of visits (pages visited) to the Tax Agency web portals and Graph nº 20 Access to virtual assistants and other help tools .