Harrisburg, PA — The Department of Revenue (DOR) recently completed a major upgrade of its Online Customer Service Center, a tool that provides Pennsylvanians with answers to more than a thousand common questions on Pennsylvania taxes. The Online Customer Service Center also delivers an avenue for taxpayers to securely submit a question to a DOR representative through a process that is similar to sending an email.
The upgrade is a major step forward in the Shapiro Administration’s broader efforts to make digital services easier to use. This project also greatly improves the accessibility of the tool, meaning residents with a disability now have a much easier time utilizing it to find the tax assistance they need.
“As Governor Shapiro has said, there should be no wrong door for Pennsylvanians to access government services. With the upgrade to our Online Customer Service Center, we are doing our part to provide an improved online resource to help our customers receive the support they need,” said Secretary of Revenue Pat Browne. “It’s important that we continue to meet Pennsylvanians where they are and make the process of handling their tax obligations as simple as possible.”
About the DOR Online Customer Service Center
The Online Customer Service Center (available at revenue.pa.gov/help) is designed as a self-service tool that can offer taxpayers immediate access to answers on common state tax questions. For more detailed questions about their specific accounts, taxpayers can submit a question that will be sent directly to a DOR representative.
As part of the recent upgrade, the design of the Online Customer Service Center was updated to match the aesthetic of the redesigned main Revenue website (revenue.pa.gov) that was launched earlier this year. This provides taxpayers with a more seamless experience when they are navigating between the two platforms.
The homepage of the upgraded Online Customer Service Center also has new features, including a “hot topics” section that provides a place to direct taxpayers to guidance that can be helpful for them. This area will be updated frequently throughout the year to highlight FAQs that are especially relevant.
In addition to better functionality and an enhanced user experience, the system also introduces a new tool to receive taxpayer feedback. This ensures that taxpayers have a voice in shaping future improvements.
The upgrade of the Online Customer Service Center underscores the department’s ongoing dedication to improving customer service, accessibility, and efficiency — key priorities in the Governor’s initiative to make government more responsive and user-friendly for every Pennsylvanian.