Critical Success Factors for Tax Web sites

Information and Communication Technology (ICT) is wide spread in private sector. Companies are using ICT to deliver better and quicker services to their customers. So, the customers who are also citizens have been spoiled by advanced eservices and support. They have developed increased expectations regarding eservices from the public sector too. Thus, the public sector has to deliver advanced eservices to facilitate the citizens. One of the major transactions between the state and the citizens is tax filling and payment. Most governments have created tax Web sites in order to offer this service through the Internet. This chapter points out critical success factors for a tax Web site. It analyzes criteria that a tax Web site has to satisfy in order to be useful and attractive to citizens. Furthermore, it evaluates various tax Web sites using these criteria and identifies their strengths and limitations. Finally, best practices are underlined and suggestions for improvement are made.