edenspiekermann_
Dutch Tax Authorities

How can you be considered customer friendly if there is no actual physical contact with customers? They know all about this at the Tax Authorities. Together with Edenspiekermann, they are doing all they can to make it as easy as possible for taxpayers. And since 2006, they have had to deal with a new challenge: paying out allowances.

Approach

Every year, around 6.5 million households in the Netherlands come into contact with the Tax Authorities in their capacity as payers. Among these people, there are many who have never before had any dealings with the tax authorities. People who shy away from the civil authorities and their forms. Who are scared of making mistakes when filling in the forms, which might result in their missing out on payments or having to pay money back.

Edenspiekermann provides user-friendly electronic and paper forms and enhances the forms by using warm colours, images and texts. This helps to guide the user pleasantly through the completion procedure. Sometimes the forms are pre-completed. If the details are correct, all that is required is a signature.

The forms’ instructions are different and surprising. Rather than instructive texts, the decision was made to go for a magazine-based approach. The format is accommodating and the texts are reassuring, yet unpatronising. The instructions are in touch with the real world citizens live in.

Result

The Tax Authorities have been presented with forms and instructions that are understandable, user-friendly and accessible, in touch with the experiences of the average Dutch person and, of course, that are legally sound. This is another step closer on the way to a customer-friendly approach.

About Dutch Tax Authorities

The Dutch Tax Authority is a multi-faceted governmental organisation. Its roles include levying and collecting taxes. It is also responsible for paying income-related allowances for child care, housing and healthcare.

Other work for Dutch Tax Authorities

08. 2009 Belastingdienst view case