The Evolve Of Service In Digital Network Telecommunication For Indonesian Taxpayer

It has been 26 years when the internet has been used worldwide. Since then, the way of how people communicate also have a rapid transformation. The internet has opened a new portal to the world of digital network telecommunication which has unlimited boundaries. Since then, communication via the internet has changed the way of our life. So many convenience and benefits that we got, from connecting people via web chat application in a personal mobile phone to multinational transactions of e-commerce business that makes companies like Google, Amazon, Alibaba, etc. become well known all around the world. And there are many more benefits that people can get from the development of digital network telecommunication via the internet.

Another of the example of how people taking advantage of digital network communication via the internet is to enhance how the government is providing services to the public. For an island nation such as Indonesia; an archipelagos country which consists of more than 18,000 islands with total lands area to 1,904,569 Km2 and has populations more than 260 million, how the government give the public service is quite challenging. However, using the right media of online networking can solve the problem of how to help cover public service in a wide-scale area more effectively and efficiently.

The implementation of using the internet as digital network telecommunication has been taken by Directorate General of Taxes (DGT) on behalf of the Ministry of Finance of Indonesia by developing network service through contact centre for providing services to Indonesia taxpayer. The development of DGT contact centre service, which is known by “Kring Pajak 1500200” is one of the commitments for DGT to support the collections of national tax revenue. The core business of Kring Pajak 1500200 is inbound service which has functions such as; tax consultations policy, complaints and troubleshooting tax applications is the form of communication of the Indonesia government to its people.

Kring Pajak 1500200 Inbound Services. Source : Instagram #Kringpajak1500200

At the beginning of the process, Kring Pajak 1500200 only can be access to taxpayers using phone call in line number 1500200. They become the first and biggest government contact centre that operate in a wide-scale in Indonesia. An instead of using of outsourcing workforce like any other contact centre, the services are handled by actual tax practitioner officers in DGT. This measure is to manage the risk of miss interpretation of tax regulations and policies that usually contain when taxpayers ask for tax consultation.

With the rapid development of digital network telecommunication world, Kring Pajak as one of service front liner of DGT also taking part in adapt to expanding their services toward the development of the digital network world. The first form is by using twitter in their inbound services. Since December 2015, they used the verified account “@kring_pajak” which has functions same as inbound call department but in the form of twitter. Since then, the taxpayers can have DGT services like new tax policy, campaign, consultation, and even troubleshooting tax app as long as they connect to the twitter platform from their device. The twitter services also diverted the incoming overload calls in the inbound calls because the taxpayer that just want to ask a simple question can avoid the queue in the phone line. Twitter also attract the millennial generation, which familiar with the app to become an awareness of how they do their taxes.

In the process, the interest of the taxpayers who want Kring Pajak services are growing every year, from millions of Indonesian taxpayers, thousand of them are trying to connect to them every day. Therefore, to find a way to accommodate this public demand into other channels, a new line of live chat that also part of inbound Kring Pajak has been opened to the public by access DGT web page on https://pajak.go.id/. This channel can be used not even by the public but also by business people when they need the services by online chat using the computer in their office. These improvement above are proof of the commitment of DGT to support the increase of tax compliance in Indonesia.

Live Chat Kring Pajak 1500200. Source : https://pajak.go.id/

These approaches mentioned above are proposedly to gain the high trust of the taxpayer for the tax authority, using the digital network telecommunication platform as a connection to the people. As the theory of “slippery slope framework” by Kirchler (2007, p. 211), the high of voluntary tax compliance can be gain by the high of trust to the tax authority. All in all, in this digital economy era, there's unlimited possibility to solve problems by using the development of technology such as the internet. These advantageous not also can be applied to the many economic sectors and one of them is the public sector that can give benefits to many people.

References

Kirchler, E. (2007). Enforced versus voluntary tax compliance: The ‘‘slippery slope’’ framework. Economic Psychology 29 (2008) 210–225, 220. DOI:10.1016/j.joep.2007.05.004

A Little History of the World Wide Web https://www.w3.org/History.html

Which Are The Island Countries Of The World? https://web.archive.org/web/20171207094959/http://www.worldatlas.com/articles/which-are-the-island-countries-of-the-world.html

Kring Pajak 1500200 Twitter https://twitter.com/kring_pajak

Directorate General of Taxes website https://pajak.go.id/

Indonesia Central Agency on Statistics https://www.bps.go.id/sp2020/home/slide#slide=7