Expansion of taxpayer assistance services

• The new Comprehensive Digital Assistance Administration of Granada will be launched in autumn and will increase to more than 300 specialized officials who telematically serve 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 longer hours and avoid having to go to traditional offices, which in any case maintain face-to-face help as before.

March 3, 2023 .- The Tax Agency will launch next autumn the fourth and last of the Comprehensive Digital Assistance Administrations (ADI) provided for 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 ADI of Granada is formally created, the work of preparing the new administration and training its staff will begin, so that the new ADI can begin its work of taxpayer assistance in the fall, already raising more than 300 officials. specialized centers that 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 with the possibility of taking advantage of the multi-channel tools that the ADIs have.

The new center will be based in the building in the city of Granada that in the past housed the Administration of Granada–Almanjáyar, and whose service has been centralized since 2020 in the headquarters of the AEAT Delegation in Granada, therefore that from this moment on the building will be used for the new ADI.

Advantages of ADIs

The users of the ADIs benefit, for the services provided by these centers, from a greater range of hours and avoid having to travel to traditional offices, which in any case maintain in-person help as until now.

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

They function as an integrated model of access to the services offered by the Administration, since it is integrated with the rest of the functionalities 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 organization 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, 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 provided. is creating, both in-person and non-face-to-face, as a second level, thus achieving greater integration, homogeneity and efficiency of the entire system.