Effortless tax transactions

Electronic services

In 2025, digital tax services were an established part of everyday life. MyTax recorded tens of millions of logins as tax matters were increasingly and efficiently handled online. Small-scale employers also used electronic services. Billions of euros in wages were paid using the Palkka.fi portal, with the statutory reports passed to the authorities automatically. In customer services, a chatbot responded to growing demand. This trend clearly indicates that digital solutions improve ease of use, accessibility, and trust from the perspective of both citizens and stakeholders.

• There were 36.4 million logins to MyTax (2024: 34.2 million).
• Changes to tax cards or tax prepayments were requested approximately 2.3 million times (2024: 2.7 million). Of these, 85% were made through MyTax (2024: 79%).
• In total, 85% of users found it easy to submit declarations and send applications using MyTax.
• Some 1.3 million individual taxpayers made changes to their pre-completed tax returns, 93% of them through MyTax (2024: 91%).
• Roughly 31,000 employers used Palkka.fi, a website that makes the payment of wages easier for small employers, each month. In 2025, the site was used to pay over EUR 2.4 billion in salaries and fees (2024: EUR 2.4 billion). Palkka.fi was also used to submit over 1.3 million earnings payment reports and some 0.45 million incomes register reports on behalf of employers.
• In 2025, approximately 860,000 chatbot discussions took place in (2024: 503,000), and 45% of customers received answers to their questions (2024: 41%).

Telephone service

In 2025, we answered more than one million calls, and the majority of customers were able to resolve their inquiries during their first call. The quality of operations was reflected in the customer experience: both personal and corporate customers gave the telephone service excellent grades. The findings indicate trust and show that accessible specialist services are still an important part of a functioning whole, even in an increasingly multi-channel environment.

• In 2025, we answered around 1.3 million telephone calls (2024: 1.7 million). The response rate was 66% (2024: 85%). The calls covered approximately 56% of service use.
• A total of 91% of callers were able to resolve or initiate their cases during the call (2024: 93%).
• In total, 88% of private and business customers gave the telephone service a score of 4 or 5 on a scale of 1 to 5, with 5 indicating the highest score (2024: 91%).

In-person services

In 2025, 125,000 taxpayers visited tax offices, and nearly all of them were able to resolve their cases or move them forward during the visit. The customer experience was clearly positive, as more than 90 per cent gave the service a good rating. In-person interaction effectively complements digital channels and strengthens trust in tax services in cases that call for face-to-face discussion and advice.

• Approximately 125,000 taxpayers visited the tax offices in 2025 (2024: 227,000).
• A total of 95% of customers were able to resolve or initiate their cases.
• Of these, 91% rated the service as ‘good’.

Data flows

The role of online services kept increasing in 2025, and the flow of information between public authorities, businesses, and international actors increased significantly. The volumes of API requests, data transfers, and electronic declarations climbed to new levels, streamlining decision-making and reducing the administrative burden on customers. At the same time, paper and mail transactions saw a marked decrease. This development supports both efficiency and sustainability.

• In 2025, the share of e-services continued to increase and the amount of paper mail continued to fall.
• In total, 2.7 million data sets containing a total of 120 million notifications were received through the ilmoitin.fi online service (2024: 2.7 million / 118 million).
• At the end of 2025, there were 81 tax APIs in operation (2024: 81), and 313 million queries were made through them (2024: 214 million).
• The Tax Administration received 67 million messages from other countries (2024: 58 million) and sent 65 million (2024: 54 million) messages to tax administrations abroad.
• The Tax Administration’s information service provides tax data to external customers. This data is used for purposes such as statistics, studies, and statutory tasks performed by other public authorities, including decision-making and supervision. Thanks to this information exchange, it has been possible to significantly reduce the data-collection efforts of other authorities and operators and to ease the reporting burden on taxpayers. In 2025, approximately 14,000 files containing 1,260 million rows of data were delivered by the information service (2024: 8,500 files, 775 million rows).
• In 2025, the Tax Administration received 750,000 (2024: 880,000) paper documents with 2.4 million pages (2024: 2.8 million).
• The Finnish Tax Administration sent approximately 15.2 million paper letters last year (2024: 17.4 million, -12.6%). The letters consisted of 61.9 million sheets of paper, mainly printed on both sides (2024: 71.1 million, -13%).

Attitudes towards the Tax Administration

Citizens’ trust in the Tax Administration was studied again in 2025.

• The Tax Administration’s operations and decision-making were found to be transparent by 66% of respondents (2024: 61%).
• According to the attitude survey, 53% of citizens felt that the Tax Administration treated all citizens equally (2024: 52%).
• 81% of respondents felt that the Finnish Tax Administration could be trusted (2024: 79%).
• 79% of respondents felt that the guidance provided by the Finnish Tax Administration assisted people in doing the right thing (2024: 79%).

Communication

Communication efforts help establish guidance-oriented interaction with taxpayers, lower the threshold for handling tax matters, and encourage customers to take the correct steps at the correct time to secure tax revenue. The needs of different customer groups are taken into account with information provided not only in Finnish and Swedish but also in English.

The vero.fi website offers comprehensive guidance on tax matters. The user experience of the website was improved, and its design was updated in 2024–2025. Navigating the site and logging in to MyTax are now easier.

• The vero.fi website was accessed 40.3 million times (2024: 39.3 million), and individual pages were loaded 84.6 million times (2024: 85.0 million).
• Of those who visited the website, 63% proceeded to access MyTax (61% in 2024).

In spring 2025, taxpayers were reminded of the tax return period on social media with a theme focusing on the flow of time. The increased number of impressions and reactions during the past year was driven particularly by the “poking finger” concept, which emerged as a popular phenomenon and was used to remind people of tax matters. One of our videos received more than one million impressions – a first for the Tax Administration’s social media content. In total, the poking finger concept had more than 8 million views.

• The number of followers in our social media channels was 320,000 (2024: 300,000). In total, social media content was displayed around 25 million times (2024: 19 million), and 1.34 million reactions were received (2024: 1.04 million).
• The elimination of the MyTax message feature increased customer demand for social media channels. In 2025, we received around 11,300 tax-related questions through social media channels (2024: 9,200).

In the annual business communications survey by market research company Taloustutkimus, the Finnish Tax Administration’s media services received a grade of 3.93 out of 5 (2024: 3.81). Among public sector organisations, the best communication scores were received by the Finnish Tax Administration and the Finnish Meteorological Institute. Our media services were contacted 389 times in 2025 (2024: 410).

Successful communication also helps promote employee insights and build engagement while fostering a sense of purpose in their work. Intranet services, internal social media, and online information sessions were used actively for communications and supported personnel working in different parts of the country. Internal communication related to the deployment of AI was one of the most important projects of the year.

Metrics and goals

We track our efforts and develop our operations using the following metrics and goals:

Highlights from the past year: Suomi-piste service points and shared workspaces

The Tax Administration is part of a national project to reform the government's service and facility network in the 2020s, which brings together public administration customer service points and office spaces. The aim is to build a uniform, clear service experience through which customers can access the services of several public authorities in one place.

The Suomi-piste service points consolidate public administration services into shared service points. The Tax Administration began providing taxpayers with remote services at the first shared Suomi-piste service points in Lahti, Lappeenranta, Kouvola, and Jyväskylä in summer 2025.

At the same time, the reform also changed the working environment. Shared workspaces implemented under the leadership of Senate Properties brought agencies under one roof, enabling smoother daily work, multi-location working, and closer cooperation between personnel. Making more efficient use of space is also a way to reduce government facility costs and improve the quality of work environments.

Shared spaces reduce energy consumption and the carbon footprint of office facilities, as well as the environmental impact of their maintenance, since fewer separate locations are needed. Senate Properties tracks and reports on the energy and water consumption, waste volumes, and recycling rates of state facilities, helping them improve their energy efficiency.

Highlights from the past year: small-scale development in collaboration with customers

The online tax rate calculator was revised as part of the tax card renewal, which came into force on 1 January 2025. The calculator makes everyday life easier, especially at the end of the year, when new tax cards are published in MyTax and revised tax cards can be issued as soon as the records have been updated.

Development work began with customer testing at the Oodi Central Library in Helsinki. Three key challenges emerged: unclear language, cumbersome progress, and frustration that data entered into the calculator was not automatically transferred to MyTax. The findings directed the redesign precisely to areas where minor changes brought the greatest benefits.

The challenges were tackled above all through content and structure. Texts were rewritten in plain language, information boxes were rearranged to support progress, and nonessential fields were eliminated. The new tax rate is now displayed clearly on the last page, the result can be saved as a PDF file, and the user can access MyTax directly via a link. The development of the tax rate calculator is an example of agile, small-scale development. Usability tracking, collection of user feedback, and regular improvements are used to keep the calculator fast, intuitive, and genuinely customer-oriented.