Promotion of voluntary compliance

• The Comprehensive Digital Administration will have more than 300 specialized officials to telematically serve taxpayers throughout the national territory
• The ADI offers a greater range of hours and avoids the need to travel to traditional offices, which will maintain in-person help as before.
• It will gradually deploy its information and assistance services, and will have four headquarters: Valencia, Madrid, Galicia and Andalusia
• The Valencia ADI is now in operation, focused on VAT, modules, census procedures and the most common customs procedures; and that of Madrid, dedicated to certain personal income tax controls
• Entrepreneurs starting their activity, self-employed workers and SMEs, landlords and tax professionals, main beneficiaries of a new complementary taxpayer assistance model

February 11, 2021 .- The Tax Agency has put into service the new Comprehensive Digital Administration ('ADI'), a 'virtual counter' designed under the premise of facilitating voluntary compliance with more and better information and assistance to the taxpayer from a more agile, dynamic and close Tax Administration.

Complementing the in-person help traditionally provided in physical offices, which will continue as before, from the ADI more than 300 specialized officials will be dedicated exclusively to providing personalized non-face-to-face assistance to taxpayers throughout the national territory.

They will offer their help service to a wide group of potential beneficiaries – including entrepreneurs who are starting their activity, self-employed workers and SMEs, landlords and tax professionals, as well as taxpayers who need assistance in processing tax procedures –, with a broader scope. hours than conventional offices and avoiding unnecessary travel for the citizen.

The creation of the ADI, one of the main projects of the Agency's Strategic Plan 2020-2023, arises from the possibility that new technologies offer today to combine the best of the two great traditional vectors of assistance to the taxpayer, the which the ADI complements from now on: the usual in-person help and the quality self-service telematic alternative.

An integrated multichannel system

Comprehensive Digital Administration will be multichannel, surpassing the traditional concept of personalized assistance through call centers. To provide your service, you will have the different telematic tools offered by current technology, from virtual assistants to instant chats and video calls, including the traditional telephone and the 'click to call' (call button on the web), among other channels. . The use of one or another tool, or several of them consecutively, will depend on each service and procedure, and the degree of electronic identification required in each case.

In addition, an integrated model of access to the services offered by the Tax Agency is also implemented, since the help offered by the ADI is integrated with the rest of the functionalities and procedures carried out by the Tax Administration.

Thus, a taxpayer who initially has a question regarding VAT, or who requests information about a notification received, can receive help from the ADI to submit a declaration or to respond to the Administration's request, solving the pending procedure of a only once and avoiding time and trips to the Agency's office, since the operation of a traditional physical counter is replicated remotely.

The advantages of the virtual counter

Along with the ease and convenience of access for the taxpayer by not having to physically go to the office, the ADI offers extended hours, from 9 a.m. to 7 p.m., which doubles that dedicated to customer service in physical offices.

On the other hand, and by having specialized personnel exclusively dedicated to assistance, the homogeneity and quality of the service to the taxpayer is reinforced, which favors, in turn, the unity of criteria in the application of the tax norm and, with this, legal certainty.

How does it work and what services does it provide?

The integration of the Comprehensive Digital Administration with the different procedures and services of the Agency means that the taxpayer, in a wide variety of cases, will request help in a specific situation that is happening live, at that moment.

This would be, for example, the case of a taxpayer who is experiencing difficulties in submitting a quarterly VAT return and is offered the possibility of helping him/her in the submission, or who has received a notification from the Agency that includes a telephone number for the case. that needs clarification.

Also the different existing virtual assistants in VAT and census matters will be an access channel to the ADI, in such a way that the system can detect difficulties (repetition of errors, or a prolonged time of use of the tool) and, automatically, The taxpayer receives an offer of help through the instant chat system.

The type of aid is divided into two parts, the information, for cases in which the taxpayer only needs to consult how an operation is taxed, what procedure must be carried out in a certain case, etc.; and assistance in filing a declaration, or in responding to a proceeding initiated by the Agency.

In the field of information, among other services, the ADI initially resolves doubts about VAT, registrations, modifications and cancellations of activity, and also about notifications that the taxpayer has received.

At the same time, in the field of assistance, the presentation of census returns, quarterly VAT returns for landlords and for self-employed workers and SMEs who start their activity, and quarterly taxpayers in modules and complementary personal income tax returns from previous years, as well as , in customs matters, simplified import declarations and returns of agricultural and professional diesel. Throughout this year, assistance will be expanded to other services, such as help with the presentation of complementary personal income tax returns.

The ADI will also soon offer a new product, called 'Informa+', which consists of the taxpayer requesting a written response to their query, so that they can have legal certainty about the tax treatment of a certain operation. economic that it plans to realize.

After the start in Valencia with information and assistance in VAT, modules, census procedures and the most common customs procedures; and in Madrid with certain personal income tax controls, the Galicia headquarters will be incorporated throughout 2021, which will be followed by the Andalusia headquarters in 2022. In any case, all ADI headquarters will have national jurisdiction.