Can a usable interface save us from a complicated tax system?
Pages 868 - 873
Abstract
This paper discusses the inherent tension between the usability of interfaces and tax complexity, in the Norwegian Tax Administration's (NTA) modernised prepaid tax (tax card) systems. While results indicate that the NTA has provided a usable external interface that has increased public understanding of income tax, the NTA's ambition to reduce the number of inquiries to its service centres has fallen short of its targets. Rather, service centre staff spend more time answering complex questions about income tax. This suggests that while the design has enhanced user experiences overall, the usability of the service is linked to the complexity of the tax system.
References
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Annette Alstadsæter, Johannesen Niels and Zucman Gabriel. 2017. Tax Evation and Inequality. (October 2017). Retrieved April 17, 2018 from https://pdfs.semanticscholar.org/9d6c/6bed6d99c4d1bea61def204b135f6ea6134a.pdf
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Arne Kristian Aas and Hilde Knudsen. 2017. Hva skjer når noe endrer seg i livet ditt? (What happens when something changes in your life?). Analysenytt, 1, 16--21. Retrieved April 10, 2018 from https://www.skatteetaten.no/globalassets/om-skatteetaten/analyse-og-rapporter/analysenytt/analysenytt2017-1.pdf
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Joel Aberbach and Tom Christensen. 2007. The Challenge of Modernizing Tax Administration: Putting Customers First in Coercive Public Organizations. Public Policy and Administration, 22(2), 155--182.
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Manifesto for agile software development. Retrieved April 25, 2018 from http://agilemanifesto.org/iso/en/principles.html
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Published In
September 2018
1002 pages
ISBN:9781450364379
DOI:10.1145/3240167
- General Chairs:
- Tone Bratteteig,
- Frode Eika Sandnes,
- Publications Chair:
- Gerd Berget
Copyright © 2018 Owner/Author.
Permission to make digital or hard copies of part or all of this work for personal or classroom use is granted without fee provided that copies are not made or distributed for profit or commercial advantage and that copies bear this notice and the full citation on the first page. Copyrights for third-party components of this work must be honored. For all other uses, contact the Owner/Author.
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Association for Computing Machinery
New York, NY, United States
Publication History
Published: 29 September 2018
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- Extended-abstract
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NordiCHI'18
NordiCHI'18: Nordic Conference on Human-Computer Interaction
September 29 - October 3, 2018
Oslo, Norway
Acceptance Rates
NordiCHI '18 Paper Acceptance Rate 59 of 240 submissions, 25%;
Overall Acceptance Rate 379 of 1,572 submissions, 24%
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