Peranan Petugas Pelayanan Dalam Pendampingan Wajib Pajak Melalui Sistem Coretax Di KPP Pratama Palembang Seberang Ulu

Abstract

This writing aims to describe the role of service officers in assisting taxpayers through the Core Tax Administration System (Coretax) at the KPP Pratama Palembang Seberang Ulu. Tax administration reform through digital transformation requires adaptation from various stakeholders; however, in practice, the implementation of Coretax still faces technical challenges and limited understanding from some taxpayers. The method used is a descriptive qualitative approach based on participatory observation, interviews, and literature review conducted from February 23, 2026, to May 29, 2026. The results show that service officers play a crucial role as information providers, consultants, technical assistants, and problem-solving facilitators for taxpayers. Active assistance provided by the officers effectively helps taxpayers overcome technical obstacles, understand system usage procedures, and ensure the smooth fulfillment of tax rights and obligations. Challenges frequently encountered during the assistance process include system network disruptions during peak access times and variations in taxpayers' digital literacy levels. In conclusion, the quality of assistance provided by service officers significantly influences the smooth implementation of Coretax and taxpayer satisfaction. A strong synergy between technological systems and human interaction through responsive assistance is key to the success of digital transformation at KPP Pratama Palembang Seberang Ulu.