The Tax Agency has been a pioneer in the development of electronic services in the Spanish public sector and in facilitating citizens' right to interact electronically.

The progress and improvement in the level of service and user satisfaction are evident in independent surveys such as the quality of public services from the Institute for the Evaluation of Public Policies or the comparative data reports from tax administrations of the OECD . In the latest study, "Fiscal Opinions and Attitudes of Spaniards," known as the Fiscal Barometer of IEFEight out of ten citizens rated the Tax Agency's services positively for their ability to resolve taxpayers' problems, with the draft tax return being the best-rated service. IRPFABBR, the Renta WEB program, the electronic signature and the Tax Agency's own website.

In addition to electronic services, the Tax Agency has also created information and assistance tools for taxpayers, progressively incorporating the latest technologies, such as artificial intelligence, predictive modeling and big data.

To fulfill its commitments, the Tax Agency opted from the beginning to have its own IT Department, capable of developing its own solutions and services.

The Tax IT Department (DIT) has been, in the Tax Agency, in charge of the development, implementation and maintenance of computer systems and infrastructure, including the electronic headquarters and the website for taxpayers, internal management systems, and those of cooperation and exchange of information with other bodies of the Spanish Administration, other countries and the European Union.

The DIT organizes all the technological resources so that the Tax Agency can meet its objectives, developing strategies and guidelines jointly with the different Departments and Services, with their own identifying characteristics:

• Preference for internal knowledge, so that it remains within the company's own staff.

• Permanent alignment with the needs of the Departments and Services of the Tax Agency.

• Proactivity to obtain the maximum performance from new technologies, in constant evolution.

DIT's IT solutions are an indispensable means to better achieve three major objectives: assistance to taxpayers, reduction of the administrative burden in compliance with tax obligations and control of non-compliance.

The tax IT scenario is defined by intense regulatory changes that must be implemented within very demanding deadlines, making use of large volumes of critical and complex information, and providing service to billions of transactions carried out by millions of taxpayers 24 hours a day. up to date.

Without prejudice to other digitalization models, the model chosen by the Tax Agency consisting of having a powerful Tax IT Department, which creates on-demand solutions making intensive use of technology, has proven to be a successful model and will continue to respond. to future digitalization needs with high levels of performance and making very efficient use of resources, which are modest compared to those of other similar organizations and tax administrations.

Maintaining this efficiency, the Tax IT Department works to be ready to face the new challenges in taxpayer assistance and in the fight against fraud posed by the emergence and use of disruptive technologies such as blockchain, cryptoassets, the provision of cloud services and the use of artificial intelligence, new tax challenges such as compliance by design, or the increase in international information exchanges, and new social challenges such as the dematerialization of relationships.

Technology is one of the essential pillars of any tax administration and the DIT is at the forefront, ready to ensure every day the services that society demands to fulfill the mission of the Tax Agency.