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Using digital services

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Would you move to digital services?

Most customers are expected to move to digital services if a wide range of good quality services is developed, both by Inland Revenue and by the private sector in conjunction with Inland Revenue.  Reasons to support this are:

  • New Zealanders are quick to adopt new technology

  • There is already strong uptake of Inland Revenue's digital services.

Current state

Business customers need to interact with both their accounting software and Inland Revenue to meet their obligations

Current state of customer interactions

Future state

Business customers only need to interact once with their accounting software to meet their obligations


Future state of customer interactions

Customers are different

Customers are different to each other: their needs, expectations of using digital services differ, as well as their reasons to interact with tax administration system.   This suggests that Inland Revenue will need to have a range of options to assist, support, encourage customers to move to better digital services.

Customer groups

Customer groups; those who can, can't, or won't move to digital services

Likely pattern of move to digital services

Most customers will voluntarily move to digital services, provided Inland Revenue builds, and works with the private sector to build a wide range of high quality digital services that meet customers’ needs.

Some customers will initially be unable to adopt digital services. Others will be able to adopt digital services if assistance is provided, such as providing offline support, kiosks or offering subsidies where appropriate. For the remainder, some non-digital services will need to be provided. These could either be provided directly by Inland Revenue or arrangements could be made for a third parties to supply them.

Some customers will be able to adopt digital services, but may choose not to. This may be an issue if the cost of providing non-digital services for them becomes prohibitive, or others (such as their customers or employees) are denied the benefits that a modernised tax administration could otherwise deliver. For both categories, the Commissioner of Inland Revenue could work alongside affected groups to encourage and support them to adopt digital services. The Commissioner has power under existing legislation to require the use of digital services if necessary. However, the Government thinks that where others are adversely affected by someone not using digital services, the Commissioner's requirements to use digital channels should have the full force of the law.



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