PT Pratama Indomitra Konsultan is again holding the 184th Free Webinar with the agenda of discussing VAT management after the issuance of PMK 131/2024 volume 2. Continuing the discussion in the previous webinar edition, Dr. Prianto Budi Saptono raised the topic “User Experience (UX) in Coretax”. This webinar took place on Wednesday, January 15, 2025, with the main speaker Dr. Prianto Budi Saptono, Ak., CA., M.B.A., a tax practitioner, academic, researcher, and CEO of PT Pratama Indomitra Konsultan.
In this session, Dr. Prianto provided a comprehensive explanation regarding the experiences experienced by Taxpayers (WP) in accessing CTAS due to various technical obstacles, while also correcting WP’s perception of the obstacles experienced in CTAS. In addition, he also reviewed the VAT policy on the issuance of PMK-131/2024, as well as its implications for WP. This webinar was guided by Ms. Desi Putri Utami, A.Md., who currently serves as staff in the Compliance Division at PT Pratama Indomitra Konsultan.
Taxpayer Experience in Accessing CTAS
Dr. Prianto opened the webinar discussion by providing a number of questions given by taxpayers and fellow tax consultants regarding the obstacles experienced when accessing CTAS. The majority felt that the launch of CTAS left various questions and obstacles in accessing the tax administration system site portal. This is thought to be due to heavy traffic access and the tax portal has not been able to accommodate taxpayer accessibility in a close or simultaneous time.
The obstacles experienced by the majority of taxpayers caused user dissatisfaction with the CTAS system. Dr. Prianto explained that the taxpayer dissatisfaction was based on cognitive experience, emotional experience, and ergonomic experience in interacting with CTAS, as quoted in the book by Berni & Borgianni (2021) entitled From the Definition of User Experience to a Framework to Classify its Applications in Design.
Basically, when someone uses a product they will get an experience (user experience). The experience resulting from this interaction can be good or bad, many factors influence user perception. and one of the most well-known frameworks for understanding this is the User Experience Honeycomb by Peter Morville. This concept explains that user experience is influenced by seven interrelated main elements, namely useful, usable, desirable, findable, accessible, credible, and valuable.
The seven elements in the User Experience Honeycomb concept support each other to create an optimal user experience. If one element is ignored, the user experience can be disrupted, which ultimately affects the success of the product in the market. By understanding and integrating these elements in product design and development, the development team can ensure that their products are not only relevant and functional, but also liked and appreciated by users.
In relation to Coretax, a question arises regarding the user experience on Coretax. When there is a problem understanding the language of tax law, taxpayers can ask an expert who can interpret the rules. However, when there is a problem in the Coretax programming language, who can taxpayers ask?
Dr. Prianto answered that if taxpayers experience an obstacle in a system, then taxpayers should ask the developer of the system. The developer of Coretax in Indonesia is the Directorate General of Taxes in collaboration with a third party through a tender process. Therefore, Taxpayers can ask Customer Service at the DGT, as a liaison between the DGT and Taxpayers, called Account Representatives (AR).
However, Dr. Prianto also said that the majority of ARs cannot provide detailed answers in solving problems faced by Taxpayers. This is understandable because the educational background of ARs is generally not linear with the development of IT systems. On the contrary, the DGT is responsible for overcoming obstacles that occur in the Coretax system.
Basically, obstacles that occur in the system become input for Coretax developers to make improvements. The input cannot be processed directly because it needs to be translated into a programming language. Then, the input received will be processed to produce a better system. Finally, we as Coretax users can predict the output of the results of the improvement process.
In closing, Dr. Prianto expressed his view that we need to appreciate the development of Coretax with several obstacles that have been overcome by the DGT as the application developer. He also re-emphasized that Taxpayers cannot directly blame AR as the person who bridges Taxpayers with the DGT, because AR colleagues do not necessarily always understand Coretax development.
Dr. Prianto understands that WP is experiencing problems with Coretax so many people ask him. However, it is better for WP to contact the application developer directly to get a solution provide more appropriate answers according to the constraints experienced by each.
Pratama Friends can download the material and case studies of the 184th Free Webinar at the following link
