IRAS thanks taxpayers for high 98% satisfaction rate in 2021 Taxpayer Survey

IRAS’ efforts to provide seamless taxpayer services and proactively engage the tax community paid off as it achieved a high taxpayer satisfaction rate of 98% in the 2021 Taxpayer Survey.

Taxpayers were able to transact conveniently with IRAS as we enhanced our digital services for self-help. The result? The ease of IRAS e-Services meant that taxpayers no longer relied as much on assisted services, leading to taxpayer contacts decreasing by 22.7% to 1.4 million. Self-help transactions saw a positive jump of 8% to 38.9 million.

We value our taxpayers’ and stakeholders’ feedback. In FY2021/22, IRAS initiated over 160 engagement sessions with taxpayers and stakeholders, including with the Singapore Chartered Tax Professionals (SCTP) and trade associations.

The community feedback gathered was used to improve the design and administration of rules, and to develop taxpayer-centric solutions. For example, several rounds of user-testing and interviews were conducted to ensure the redesigned IRAS website provided an intuitive and user-friendly experience.

IRAS’ efforts to deliver seamless and personalised taxpayer services were recognised with the Best Customer Experience (Gold) award at the CX Asia Excellence Awards 2021.