The Federal Tax Authority (FTA) in the UAE had a need to completely revamp their web portal and e-services to comply with UAE Digital Government Indicators and Enablers Guidelines and align with the Global Rating System (Seven Stars) in the UAE service excellence program. Additionally, the FTA wanted to enhance their digital experience by providing diverse content, clarity, and ease of browsing, and to create a simple, innovative, and seamless customer journey.

Solution: To achieve these goals, the FTA partnered with TACME, a leading software development company. TACME provided the FTA with the highest standards platform, relying on the latest release of TACME’s award-winning flagship product TACSoft 5. The TACME platform offered a comprehensive suite of features and tools to meet the FTA’s requirements.  The developed web portal was designed to keep pace with future changes and expected customer needs and to enhance effective cooperation with the Authority’s partners by improving electronic linking mechanisms. The portal also offers a guide to facilitate FTA’s electronic services to its customers and a chatbot to help website visitors. The Authority set up a specialized team to communicate directly to enhance users’ experience and meet their aspirations.

Results: The new web portal and e-services provided by TACME have greatly enhanced the FTA’s digital presence, customer experience, and system efficiency. The FTA’s website now fully complies with UAE Digital Government Indicators and Enablers Guidelines and is fully aligned with the Global Rating System (Seven Stars) in the UAE service excellence program’s three pillars. The portal’s diverse content, clarity, and ease of browsing create a simple, innovative, and seamless customer journey. Customers can now easily access a wealth of information, including tax laws and regulations, forms and applications, and payment options. The website’s responsive design ensures that the content is accessible on any device, and the chatbot helps visitors with their queries. As a result, the FTA’s new web portal has greatly improved customer satisfaction and happiness of all categories and has enhanced the efficiency of the tax system.