Throughout the years, the tax administrators have been constantly concerned about developing new ways of improving institutional performance by increasing the effectiveness of tax control and providing taxpayer services that may allow them to better comply with their tax obligations. With varying levels of result, a fundamentally important problem appears to be the difficulty faced by the tax administrations to adopt and put into operation integral management models that may lead their administrative processes. The complexity of the mission of the tax administrations and the dispersion and multiplicity of its various activities in a permanently changing environment, call for the development of these models which are, in essence, the determining success factor of the organization in complying with its mission. If there is no adequate integral management model that may guide and ensure the organization’s action toward achieving the objectives, which may, in turn, allow it to fulfill its strategies and mission, coherent results with the purposes sought will not be achieved and it will likewise be very difficult to obtain good results with respect to control as well as adequate levels of taxpayer services.

Impact of new technologies, Tax administration, Digitalization, Process Networks, Information Integration, control of results.