Expansion of taxpayer assistance services

• Granada's new Comprehensive Digital Assistance Administration will be launched in the fall and will increase to more than 300 the number of specialized officials who will telematically assist taxpayers from all over Spain from the ADI
• The ADI of Granada will be especially dedicated to providing tax assistance to non-residents and will complement the service offered by the three existing digital administrations in terms of VAT, censuses and other areas.
• ADI users benefit from a wider range of hours and avoid having to travel to traditional offices, which in any case maintain face-to-face assistance as before.

March 3, 2023 .- The Tax Agency will launch next autumn the fourth and last of the Comprehensive Digital Assistance Administrations (ADI) planned in the 2020-2023 Strategic Plan. This fourth ADI will be based in Granada and its structure will be similar to the ADIs of Valencia, Vigo and Madrid-Getafe, already in operation.

Once the Granada ADI has been formally created, work will begin on preparing the new administration and training its staff, so that the new ADI can begin its work of assisting taxpayers in the autumn, already increasing to more than 300 the number of specialized officials who will telematically assist taxpayers from all over Spain for a whole series of procedures from any of the four ADI centers.

The ADI of Granada will be especially dedicated to providing information and assistance in tax matters to non-residents and will complement the service offered by the three existing digital administrations in matters of VAT, censuses and other areas. In this way, assistance to non-resident citizens will also be improved by the possibility of taking advantage of the multi-channel tools available to ADIs.

The new centre will be located in the building in the city of Granada that was once home to the Granada-Almanjáyar Administration, and whose service has been centralised since 2020 at the headquarters of the AEAT Delegation in Granada, so from now on the building will be used by the new ADI.

Advantages of ADIs

ADI users benefit from more flexible hours for the services provided by these centres and avoid having to travel to traditional offices, which in any case continue to provide face-to-face assistance as they have done up until now.

ADIs are configured as a multi-channel service that has different telematic tools: virtual assistants, instant chats, outgoing calls and video calls, depending on the level of user identification, the service and the procedure in question.

They function as an integrated model for accessing the services offered by the Administration, as they are integrated with the rest of the functions and procedures carried out by the Tax Agency, including information and assistance for a whole series of procedures, both in the preparation of declarations and in procedures.

New organization of the assistance model

The ADIs have a fundamental role in the new projected organisation of the comprehensive and integrated assistance model of the Tax Agency, which will revolve around a single multi-area and multi-channel information and assistance system.

Taking advantage of their experience in the field of information and assistance to taxpayers and the training and qualification of their staff, in addition to the direct provision of the services entrusted to them, the ADIs will add the task of coordinating the first level of information and assistance that is being created, both in person and non-face-to-face, as a second level, thus achieving greater integration, homogeneity and efficiency of the entire system.