Digital tax administration: transforming the workforce to deliver

Abstract

This article provides the global context for digital tax administration and the radical change to the administration workforce. It examines the knowledge, skills, and capabilities to implement digital taxation and identifies the importance of a holistic workforce strategy. The article examines the elements of a data-driven human resource management strategy required to shape and develop an appropriate workforce. It shows that this ranges from revision of classification and role definition to comprehensive training. The article identifies the characteristics of an effective training system and the range of appropriate delivery methods to support strategy implementation. The article demonstrates that, as all tax administrations transform, the effectiveness of that transformation to digital delivery depends on developing a workforce with the right skillset. It shows that despite the competition for skills, a carefully planned and implemented strategy can build depth of capability appropriate to the jurisdiction and its state of development. © 2020. All Rights Reserved