The Impact of Information Systems on Taxation: A Case of Users Experience With an e‑Recovery Information System

Abstract

Abstract: Although information technologys impact is evident in the everyday life of citizens and the private sector, the public sector has also gained and is gaining many benefits and could gain even more. Technology and information systems enable e‑government processes to run more effectively and efficiently, changing organisations structure, people, processes, and regulations. Information systems (IS) are especially efficient in environments where a great amount of data is available and exact calculations are needed for many different stakeholders. Such an area in the public sector is obviously the area of taxation. These systems gather a great amount of data from different sources, they need to be reliable and, since a multitude of different users within and outside of the public sector are using them, they have to be user friendly. The aim of the research was to test one such system, called e‑recovery, and the influence of different factors, including the following: user training, user documentation, user support, system usability, user interface, system speed, and specific system functionalities. Through empirical quantitative research, we surveyed more than 170 executors that use the e‑recovery system every day. The findings of the statistical analysis of the individual measured indices and correlations between them provide support for these indices and show that the e‑recovery system was well accepted among users and found to be very useful. Users evaluated the majority of the indices as above average but stressed the issue of inadequate training. Users do acknowledge that their work is faster due to e‑recovery system use, but their motivation for work is not affected. The imperfections stressed most often were the occasional system failures, upgrade delays, and connection interruptions, since users access the system through the internet.