Experience, Needs, and Views of Internal and External Users of the New Tax Methodology Platform

The platform aims to provide a centralized electronic information system for both internal and external users. The platform will contain information needed by Revenue Service staff, taxpayers, and other interested parties, which will be uploaded in a consistent format and regularly updated. Internal users of the platform, including Revenue Service staff, typically know where to find the information they need and can usually find it quickly. However, some data are hard to find, which complicates their task. Many internal users report that there is a lack of situational manuals for different contexts, and access to Revenue Service employees' contact information would make it easier to get support. Internal users primarily use the advanced search function, mark favorite documents, receive notifications on documents, and download documents. The current platform has several features that internal users positively assess, including the keyword search function in the header and text of the document, the detailed filter in the search system, the simplicity of the download function, and the ability to print selected parts of documents. However, some internal users report that the search system is sometimes limited, with limitations on the search criteria and the order of keywords in the search field. Focus group participants note that it would be helpful to see other related documents based on their selections. Internal users believe that the new platform should have a search system and news section, an interactive menu, document depository, and the ability to message designated specialists about specific topics. They would also welcome a document download function, some information available in English, a marker function, the ability to add favorites, and the opportunity to receive notifications. Opinions are divided among users about customs and tax information, the option to send and receive messages to authorized platform users, and the ability to comment on content. External users, including accountants and other professionals in the finance and accounting sectors, typically know where to find the information they need but report that searches are complicated and time-consuming due to documents being scattered across different platforms. They note that they need to pay to view certain documents, which creates a barrier to use. External users prioritize the following features for the new platform: news, search function, interactive menu, information archive, document repository, and the ability to write to the person responsible for an issue. External users also want to be able to download files on the new platform and have some information available in English. They say it would be desirable but not essential to have access to a list of the most popular articles, an add-to-favorite function, notifications, the ability to comment on content, and an authorization function. External users think it is essential to be able to access information on the new methodological database platform without authorization, but if authorization would give them access to additional functions, which would ease their daily work and information search, they would be willing to get an authorized account. The Revenue Service is creating the new tax methodology platform with the support of the United States Agency for International Development (USAID). The project includes a qualitative study of the needs of potential users, which explores the needs and demands of potential users in terms of the content and functionality of the new tax methodology platform. The study collected qualitative data through focus groups and analyzed results to address research questions about the experience of users while searching for tax and/or customs related information, the type of information users most frequently look for, and the difficulties and barriers they encounter. The study found that internal and external users have different needs and demands for the new platform. Internal users prioritize features such as a search system, news section, interactive menu, document depository, and the ability to message designated specialists. External users prioritize features such as news, search function, interactive menu, information archive, document repository, and the ability to write to the person responsible for an issue. The study's conclusions and recommendations are detailed in the final section.