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 2022, visits to the office were 2,257,272, 12.1% less than in 2021, with a total of 2,568,181.

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 2022, 5,644,448 were answered, which represents an increase in answered calls of 2.2% compared to the previous year (5,525,396 in 2021).

Tax assistance and information, in the collection field, is also provided through the Rec@t service, which in 2022 has received 747,000 calls, of which 685,000 were answered, compared to 630,000 in 2021.

In 2022, on the occasion of the 2021 income campaign, the tax information platforms were reinforced from April 1 to July 1, 2022, from 9:00 a.m. to 7:00 p.m., Monday to Friday, with 503 positions attended by 503 people, with 2,226,547 calls being answered in those months (7.6% more than in 2021, with 2,069,632 calls).

Likewise, the Tax Agency's website, https://sede.agenciatributaria.gob.es , is an information channel increasingly 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 Income Assistant, through which the taxpayer can formulate their own questions about the main issues raised by the Personal Income Tax (obligation to declare, how to declare payrolls, rentals, sales of properties or financial products, aid obtained or what deductions to apply, among others) as well as the most common doubts of the Campaign, questions that will be answered in a personalized way. The Virtual Assistant for the Immediate Supply of Information and Value Added Tax is also available. 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 2022, there have been 1,392,474 accesses to the VAT, Income and Census virtual assistance tools (Virtual Assistants, Informants and Locators), and 804,999 to other aid tools, such as deadline calculators, and aid for completing 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 , Graph nº 20. Evolution of access to virtual assistance tools , and Chart nº 21 Access to virtual assistants and other help tools .