Informe de Opción de Grado, Práctica Empresarial Nacional en la Dirección de Impuestos y Aduanas Nacionales (DIAN)

Abstract

This report is the result of a business internship at the Colombian National Tax and Customs Directorate (DIAN), specifically within the Internal Working Group for Collection Management. During the internship, I supported processes related to the regularization of financial obligations, the generation of payment receipts, the filing of judicial deposit certificates, and other related functions. While the activities performed are briefly described, the report's main focus is on diagnosing a problem and proposing an improvement plan. During the internship, it became evident that, although the MUISCA virtual platform was created to facilitate tax procedures efficiently and without requiring in-person assistance, many taxpayers face difficulties using it due to a lack of explanatory visual resources and a lack of awareness of the services it offers. This situation has generated a high demand for in-person service, overloading the physical offices and affecting the efficiency of the service provided by the agency. This leads to the development of a strategy to strengthen user access to and autonomy within the platform, through tools that facilitate understanding of the tax system and its processes. This initiative aims to optimize the taxpayer experience, reduce the operational burden, and support the digital transformation of the DIAN (National Tax and Customs Directorate), in line with its institutional modernization objectives.