The self service product supports service requests by the taxpayer. Some requests may be fulfilled by the self service product, such as information about when to file or technical support requests. Other requests may require information from this product. The following diagram illustrates an expected process flow.
The following points highlight the process:
The service request may or may not require taxpayer identification up front. If it does, the initial processing works as follows:
For a casual user: The self service application captures information about the taxpayer and sends a web service request to this product to validate the taxpayer (proof of identity - POI).
For an enrolled user: The identification is not performed.
The product receives a web service request to identify the taxpayer. The product provides the inbound web service TSTaxpayerIdentification to process the message. It uses the script C1-IdentTaxp to process the request. This should cause an appropriate service task to be created based on the type and populate the relevant data for the service task. The service task should include algorithms to identify the taxpayer and immediately respond to the web service call.
For additional information see Configuration Tasks for Taxpayer Service Request.
Give real-time feedback/results (if the request simply involves information retrieval)
Perform the task as a separate step without the taxpayer waiting for a reply. In this case the taxpayer should receive a confirmation ID related to the request that is provided in the web service so that at a later date the progress of the service request can be queried by the taxpayer.
The base product provides functionality out of the box for various categories of service requests, including a taxpayer's request for a tax clearance certificate. The topics below describe more information about the provided functionality, followed by configuration tasks.
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