From scheduled appointments in the office, to video calls, from the telephone to web services. The Revenue Agency attempts simplification and tries to become smart. The aim is to guarantee more efficient services and dialogue with citizens. But the intent is also to offer faster repayments.
Through this path, the Revenue Agency aims to improve assistance to citizens and accelerate the disbursement of reimbursements and grants, to return the necessary liquidity to the community. The inputs are in the circular signed by the director of the Agency, Ernesto Maria Ruffini. The intent of the new circular is to “make the assistance model evolve more and more in a digital sense” by offering new or further enhanced online services, in order to progressively reduce the need to go to offices.
The new revenue reception model fits into this framework: programmed access
at the agreed time and without queues, while the new videocall service has been operational since last February, which allows you to communicate with an agency expert directly from your smartphone, tablet or PC. The telephone assistance is also enhanced, to satisfy a greater number of users and also manage the in-depth information related to requests from other channels (such as webmail and Civis) while the “agile” services, or those delivered via email or certified e-mail, camp during the emergency period, will gradually leave space for online services and videocalls. Finally, the “Delivery of documents and requests” application is fully operational, allowing documentation to be sent to the Agency offices via the internet, quickly and easily via an open 24-hour channel.
As regards the objective of speeding up reimbursements, the Inland Revenues ensure that the development of simplification and digitization processes will contribute to cutting delivery times. Particular attention will be paid to the processing of the refunds requested with the presentation of the 730 form, but also the VAT refunds will be able to earn quickly thanks to the possibility for the Agency to directly query the “integrated invoice data” to obtain the necessary documentation for handling the practice .
As for the operating procedures, the processing of the refunds must be carried out as much as possible with solutions aimed at limiting physical travel by taxpayers or their representatives, using not only e-mail, certified or registered mail, but above all the interview channels. available through telematic services.