ENHANCING EFFICIENCY IN TAX ADMINISTRATION

COMMUNICATION STRATEGIESIN TAX REFORM

Mrs. AAN ALMAIDAH ANWAR

Deputy Director for Tax Dissemination

aan.anwar@pajak.go.id

+62 816-1987-275

Directorate-General of Taxes

1

OVERVIEW

TAXPAYERS SURVEY

TAXPAYERS OUTREACH

ELECTRONIC TAX SERVICE

TAXPAYERS EDUCATION

Eshtablishment of LTO

2002Eshtablishment of

MTO and STO

2008

DGT TAX REFORM Capacity ofHuman Resource

IT Infrastructure

IMPROVEMENT

TAXPAYERS SATISFACTION SURVEY

Based on Taxpayers Satisfaction Survey in 2015, the index score is

3.16 (scale 4)

Information Material & Dissemination

Human ReSources

TAXPAYERS RESPONSE

Based on various surveys and research from the tax dissemination or services provided to thetaxpayers as well as the law enforcement activities such tax audit and tax collection.

TAX

DISSEMINATION

SERVICES AT

TAX OFFICE

LAW

ENFORCEMENT

Surveys &

Research

Electronic

BILLING SYSTEM

Electronic

REGISTRATION

Electronic

TAX RETURNElectronic

TAX FILING

Electronic

TAX INVOICETax Payment Electronic

System that facilitate taxpayers to paying taxes

easier, faster, and more accurate

applications system based on hardware and software that is

connected by a data communication device that is used

to manage the registration process of Taxpayers

Electronic

VAT REFUND

the application made by the Directorate General of Taxes

for use by the taxpayer to ease of made and deliver Tax Return

Tax Return reporting system using internet facilities to provide convenience for Taxpayer to made an deliver Tax Return (easier, faster, and cheaper)

Tax Invoice that made through an application or electronic system provided by the Directorate General of Taxes

VAT Refund is a facility given by the Indonesian Government which allows tourists to claim back VAT on goods purchased in any store registered as a "VAT Refund for tourist" participant

Electronic

TAX SERVICESOf Directorate General of Taxes

Electronic

TAX SERVICESOf Directorate General of Taxes

https://djponline.pajak.go.id/

DGT provide online "one stop tax service" called

DJP ONLINE that contain all of electronic

service provided by DGT, such as e-registration, e-billing, e-filing, and e-tax invoice (e-faktur)

PROVIDE COMFORT TO SERVE

STANDARDIZATION OF

FRONT OFFICE LAYOUT

STANDARDIZATION OF

FRONTLINER SERVICES

Standardization of front-office interface (layout)and facilities. There are

26 standard of

facilities in front-office

Standardization of service

provided by frontliner in

integrated service office, such

as time service and schedule

of officer duty

Mobile

TAX UNITto reach taxpayer

2015Piloting MTU in Ketapang Micro Tax Office, West Kalimantan.

Mobile Tax Unit is aimed to provide tax

services and dissemination for public and taxpayer incarrying out their tax compliance.

2016Piloting MTU in 10 Tax Offices in Jakarta, MalukuUtara, Kalimantan Barat, Kalimantan Selatan dan Papua

Public Complaint About Taxation Problem

Receiption of Periodic Tax Return and Annual Tax Return

Reprints Taxpayer Idenctification Number

Registration of TIN through e-registration

Tax CounselingProvide Tax Dissemination Tools and Materials

MOBILE TAX UNIT ACTIVITIES

Tax Corner is a Tax Counseling and Services Media for taxpayersand public to meet their taxation obligations that are placed instrategic places.

Tax Corner has Standard Display to increase public recognition of theidentity of DGT.

TAX CORNER

Provide Tax Dissemination Tools and Materials

Tax information Dissemination and Counseling

Registration of Individual Taxpayer

Tax Return Receiption

TAX CORNER SERVICES

DIRECT

TAX EDUCATION HELPDESKDGT employee assigned to provideconsultation in Intgrated Service Office ofTax Office

TAX CLASSESDGT Program to provide education fortaxpayer that regularly helded every 1st and2nd week

KLIP DJPKLIP DJP, a call center in DGT that has phonenumber 1500200, provide taxation information andreceiption complaining about the quality oftaxation service

DIRECT DISSEMINATIONDGT provide tax information disseminationby workshop, tax gathering, technicalsupport, and seminar

ACCOUNTREPRESENTATIVESDGT employee in charge of providingconsultation and fostering particulartaxpayer in carrying out their taxationobligations

FOCUSDISSEMINATION on prominent people (public figures) considering the local wisdom when conducting the

dissemination inclusion of tax awareness in the national higher

education curriculum

Indirect

TAX EDUCATION

DGT WEBSITEDGT website provide a lot of information abouttaxation information that divided by taxpayersegmentation

PUBLIC SERVICE ANNOUNCEMENTDGT provide short film to inform new or existing program or policy

OUTDOOR ADVERTISEMENTDGT placed outdoor advertisement for remindngtaxpayers about new or existing program orpolicy and gain awareness about taxation

TALKSHOWDGT Talkshow is helded in TV and radio byinteractive discussion to provide taxationinformation and remembering taxpayer abouttheir taxation obligation

ADVERTORIALProvide education by advertisement in the formof editorial content in online media, mass media,tv, and radio

PRINTED PUBLICATIONADVERTISINGDGT also placed advertisement in mass media toinform new or existing program or policy and gainawareness about taxation

ENHANCING EFFICIENCY IN TAX ADMINISTRATION

Mrs. AAN ALMAIDAH ANWAR

Deputy Director for Tax Dissemination

aan.anwar@pajak.go.id

+62 816-1987-275

Directorate-General of Taxes

13