The project is a perfect example of designing and providing modern public services and can be treated as a trigger for change in this area. The new e-service, Your e-PIT, is the only service of this kind not only in the National Revenue Administration (NRA), but in the whole Polish public administration. It allows taxpayers to settle accounts with NRA in the most convenient way for them. Thanks to reuse of collected data in several separate public databases, a taxpayer needs to take only a few on-screen actions and about 10 minutes to comply with tax obligations, which required much more effort before implementing the Your e-PIT project.
The service can be used in any part of the world via different mobile devices with Android, iOS or WinPhone. At the same time, the requirements for high quality and the cost-effectiveness of the service are met.
The general objectives of the project were to improve the satisfaction of NRA clients and better use the resources held by the ministry and other public entities. At the same time, the project also aimed to establish cooperation with stakeholders and ensure stable revenues to the state budget.
Additionally, the project was consistent with medium-term strategic goals both at the national and organisation level.
1) Governmental Strategy for Responsible Development for the period up to 2020, with Specific Objective III: Effective state and economic institutions contributing to growth as well as social and economic inclusion, under which improved functioning of the administration, decreased costs of services, as well as stable, effective and sustainable public finance is foreseen. The strategy pointed out that, among others, the increase in revenues through the improved execution of taxes is necessary. At the same time, the strategy indicates as the key values offered to citizens the public administration clients availability, a modern nature, usefulness and high quality of the delivered services.
2) Directions of Operation and Development of the National Revenue Administration for 2017–2020, including:
- supporting individual taxpayers and businesses in their compliance with tax and customs obligations, measured by an increase in the level of customer satisfaction;
- collection of tax and non-tax liabilities of the state budget by tax and customs authorities with a specific goal focusing on growth of efficiency and effectiveness of collection of tax and non-tax liabilities;
- modern IT, enabling modern customer service.
3) Directions of Operation and Development of Ministry of Finance (MF) for 2017–2020.
- tightening the tax system;
- increasing knowledge and shaping the desired attitudes of the society in finance and tax compliance;
- increasing the efficiency and effectiveness of the tasks performed by employees of MF.
Summarising, implementation of Your e-PIT service has contributed directly or indirectly to the achievement of the above-mentioned medium-term objectives. Already, after two months from the implementation, 4.1 million taxpayers benefitted from the Your e-PIT service, that is 20% of the eligible group (status on 24 of April 2019). The time spent on annual tax settlement has been shortened on average from 20 minutes in the case of using electronical documents (applied before launching Your e-PIT service) or 60 minutes in the case of preparing a paper version of the settlement to 10 minutes.
Additionally, the Your e-PIT service is valued highly by taxpayers. The latest results of the polls indicate that 90% of taxpayers who filed a tax return PIT for 2018 using Your e-PIT service, assessed the service (definitely or rather) positively. The login system for the Your e-PIT service is perceived as safe by 93% of respondents. By using Your e-PIT services, 38% of taxpayers accepted a tax return prepared by NRA without making any changes to it; 35% changed part of the data, and every fifth taxpayer (20%) rejected the PIT annual tax return prepared by NRA. Around 7% of respondents admitted that they did nothing – so the PIT annual tax return will remain accepted and submitted by the taxpayer on 30 April this year 2019, when the settlement period is over. Some 90% of respondents assessed Your e-PIT service as user-friendly and transparent.