A new service for taxpayers in Spain

The new service provided in Spain enables the taxpayer to choose the most convenient mode of communication (face-to-face and remote) according to their circumstances, their availability, their knowledge, and their degree of digitization. But how does it help him? What kind of service is it? Let's find out.

Spain’s integral digital administration (ADI) has been designed as AEAT's virtual counter to provide customized and remote information and assistance services on a 24/7 basis. Previously, AEAT offered personal assistance in the tax offices and a high standard of different self-service options. The model has been designed to provide a high-quality service. ADI is a multichannel service incorporating many different communication tools. AEAT has created a central unit within the Tax Management and Assistance Department (central services) to manage the service and monitor and evaluate its performance. The unit also coordinates and standardizes criteria to provide consistent services to taxpayers, manages workloads, and adjusts the capacity of the digital administration as appropriate. It is planned that the call center will be gradually transformed into an ADI, with the implementation of new channels to serve taxpayers, and that new centers will be created to provide additional support to taxpayers.

To summarize, ADI is an extension of the service provision offered by the tax administration rather than a transfer from the face-to-face offer. Skilled employees offer assistance during longer hours (from 9 a.m. to 7 p.m.) in addition to the 24-hour operation of the digital services that do not require direct and personal intervention by employees.