Improving Support for Tax Professionals: A Major Upgrade to Pa.’s Online Customer Service Center

The Shapiro administration updates Pennsylvania’s online resource for taxpayers and tax professionals to more easily address questions on state taxes.

The Pennsylvania Department of Revenue (DOR) is proud to have recently completed an upgrade to our Online Customer Service Center. This project will benefit taxpayers and tax professionals with the upcoming tax season right around the corner. The update of this online resource helps DOR support Gov. Josh Shapiro’s broader efforts to improve digital tools and ensure Pennsylvanians have “no wrong door” when accessing government services.

This blog dives into the improvements that were made and how the Online Customer Service Center can help CPAs serve their clients.

Dedicated Access Point to DOR staff

We recognize that CPAs serve an important role on behalf of their clients when they are trying to navigate complex state tax issues. Time is often of the essence when CPAs have a question that requires reaching out to DOR — and they may not have the time that is often required when trying to reach someone over the phone.

The upgraded Online Customer Service Center will continue to provide a way for CPAs to have their questions prioritized when they submit them to DOR. Here are the steps to take advantage of this priority process:

• Visit revenue.pa.gov/help to access the Online Customer Service Center.
• If you already have a profile, use the log-in feature to log in. Otherwise, you will need to register to create a username and password.
• Once logged in, you will see the screen below. Be sure to select Tax Practitioners in the drop-down list under "Tax Category." Beneath that, you can describe your question/issue and upload any supporting documentation.
• After submission, you will receive a confirmation number and an email notification. You will be required to log back into the Online Customer Service Center after a DOR representative responds to your question.

Better Design, Other Benefits

The new design of the Online Customer Service Center matches the look and feel of the recently redesigned Revenue website, creating a seamless experience when moving between platforms. The new Online Customer Service Center also was rebuilt to improve accessibility, ensuring that all Pennsylvanians, including those with disabilities, have an improved user experience.

The redesign also will help taxpayers and CPAs more easily access answers to thousands of frequently asked questions housed within the Online Customer Service Center. Additionally, a new “hot topics” section on the homepage highlights guidance that is most relevant throughout the year, such as filing deadlines or changes in tax law. Hot Topic cards are updated frequently, providing information about commonly asked questions.

In addition to improved functionality and an enhanced user experience, the system also introduces a new tool to submit feedback. This provides taxpayers and tax professionals with a way to provide detailed input to DOR, ensuring they 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.

CPAs play a vital role in helping Pennsylvanians meet their tax obligations.

We encourage you to explore the upgraded system at revenue.pa.gov/help. Your feedback is welcomed as we continue to improve the customer experience for taxpayers and tax professionals.

Pat Browne, Pennsylvania Secretary of Revenue, has had a long career in public service, including nearly three decades as an elected official in the Pennsylvania legislature. Prior to being elected to public office, Browne worked as a CPA and attorney. 

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