Description: 'Taxpayers and Stakeholders Relationship Management' is a digital business capability that involves the use of digital tools and technologies to manage and enhance the relationship between a business or organization and its taxpayers and stakeholders. This capability includes the ability to communicate effectively, provide relevant information, respond to inquiries, and address concerns or complaints in a timely and efficient manner. It also involves the ability to engage taxpayers and stakeholders, understand their needs and expectations, and ensure their satisfaction. This capability is crucial for maintaining trust, promoting transparency, and ensuring the accountability of the business or organization. Additional information: 'Taxpayers and Stakeholders Relationship Management' is a digital business capability that involves the use of digital tools, technologies, and strategies to manage and enhance the relationships between a business or organization and its taxpayers and stakeholders. This capability is crucial for organizations, especially those in the public sector, that have a direct relationship with taxpayers and various stakeholders. In the context of a government agency, for instance, this capability would involve the use of digital platforms to facilitate communication and interaction with taxpayers and stakeholders. It could include online portals for tax filing and payment, digital platforms for stakeholder engagement and feedback, and data analytics tools to analyze taxpayer behavior and stakeholder sentiments. This capability also involves the use of digital technologies to improve transparency and accountability. This could involve the use of blockchain technology to track and verify transactions, or AI-powered chatbots to provide instant responses to taxpayer queries. Moreover, 'Taxpayers and Stakeholders Relationship Management' capability also includes the strategic use of digital technologies to improve taxpayer compliance and stakeholder satisfaction. This could involve the use of predictive analytics to identify potential cases of tax evasion, or the use of digital marketing tools to promote tax compliance and stakeholder engagement. Overall, 'Taxpayers and Stakeholders Relationship Management' is a multifaceted digital business capability that involves the strategic use of digital technologies to manage and enhance relationships with taxpayers and stakeholders, improve transparency and accountability, and promote compliance and satisfaction. Example: 1. Online Tax Filing Systems: Many governments have implemented online systems that allow taxpayers to file their taxes. This not only makes the process more efficient for the government but also easier for the taxpayer. For example, the IRS in the United States has an online system called IRS Free File that allows taxpayers to prepare and file their federal tax returns online for free. 2. Digital Communication Platforms: Governments use digital platforms to communicate with taxpayers and stakeholders. For example, the UK government uses GOV.UK to provide information about taxes, benefits, and other services. It also allows users to pay their taxes online, apply for benefits, and access other services. 3. Stakeholder Engagement Platforms: Some governments have implemented digital platforms to engage with stakeholders. For example, the Australian government has a platform called 'Have Your Say' where stakeholders can participate in consultations and provide feedback on proposed government policies or projects. 4. Social Media Channels: Governments use social media channels to communicate with taxpayers and stakeholders. For example, the Canada Revenue Agency uses Twitter, Facebook, and YouTube to provide tax tips, updates on tax laws, and other information. 5. Customer Relationship Management (CRM) Systems: Governments use CRM systems to manage their relationships with taxpayers and stakeholders. For example, the City of Philadelphia in the United States uses a CRM system to manage its interactions with residents, businesses, and visitors. 6. Online Complaint and Feedback Systems: Governments use online systems to receive and manage complaints and feedback from taxpayers and stakeholders. For example, the Indian government has a portal called 'Public Grievance' where citizens can lodge complaints about any government department or service. 7. Digital Outreach Programs: Governments use digital outreach programs to educate taxpayers and stakeholders about their rights and responsibilities. For example, the IRS in the United States has a program called 'Taxpayer Outreach' that provides information and resources to help taxpayers understand and meet their tax responsibilities. Publisher: EIRA Team LOST view: OV-Digital Business Capabilities Catalogue Identifier: http://data.europa.eu/dr8/egovera/TaxpayersAndStakeholdersRelationshipManagementCapability EIRA traceability: eira:DigitalBusinessCapability EIRA concept: eira:SolutionBuildingBlock Last modification: 2023-07-27 dct:identifier: http://data.europa.eu/dr8/egovera/TaxpayersAndStakeholdersRelationshipManagementCapability dct:title: Taxpayers and Stakeholders Relationship Management (DBC)