New on-line tax solution causing frustration

The Canton of Zug has introduced a new solution for tax returns. But older residents of Zug, especially those less comfortable with digital technology, are encountering obstacles.
 

"It's never been easier": with this bold promise, the Canton of Zug is promoting its new tax return solution, "eTax.zug." This replaces the previous software, which had been in use for over 20 years, and had to be downloaded each time. The new system allows users to complete their tax returns online directly in their browser – on their mobile phone, tablet, or laptop.

But the new system isn't so effortless for everyone. The Zuger Zeitung newspaper has received several angry letters regarding "eTax.zug." The new procedure is described as "complicated," requiring not only technical equipment that "far exceeds the standard of many households", but also "in-depth computer skills," some complain.

The "Agov" login that is required to access "eTax.zug," the actual tax return program, is causing particular frustration. "Agov" is a digital registration system that has been used by various federal, cantonal, and municipal authorities since 2024. Anyone wishing to complete their tax return must install the "Agov Access App" on their smartphone and register. The app is then used to verify the user’s identity upon login.

The problem: the app does not run on older devices. Smartphones without the current security updates are not supported. According to the "Agov" website, Android devices with operating system OS 10 will no longer be supported as of the 22nd April. As an alternative, registration is possible using a physical Security Key (Sicherheitsschlüssel), which must be purchased separately. These are available from electronics retailers and cost between CHF 20 and CHF 120, depending on the model.

Pro Senectute has received “numerous complaints”
Martin Kolb, the managing director of Pro Senectute Zug, has also observed that the new procedure is particularly challenging for older people and those less comfortable with digital technology. In response to an enquiry, he wrote that they have received “numerous feedback and complaints from older individuals.” Among other things, Pro Senectute offers a tax return service for people aged 60 and over (see below) – and, according to Martin Kolb, demand has increased since the introduction of the new tax return system.

Access to the new tax return system is proving difficult for some.        Photo: Matthias Jurt

 

For many, the new solution represents “additional digital hurdles,” both in terms of the necessary skills and technical equipment, he continues. The biggest difficulty is not the actual tax return itself, but rather accessing the system via “Agov.” Furthermore, there are uncertainties regarding data protection and government oversight. And, as he points out, “There are still a number of older people who have neither a smartphone nor Internet access.”

Martin Kolb sees digitalisation as a development that, in principle, brings many advantages. But there is a risk that certain segments of the population will feel overwhelmed by the rapid pace of change, and could lose their independence. Low-threshold, early, and free information and training programmes are therefore offered by the relevant authorities are crucial.

The canton absolves itself of responsibility
The tax administration (Steuerverwaltung) is aware of the problem. The new program is "generally well-received" and functions "technically smoothly," writes Finance Director Heinz Tännler. But it was "foreseeable" that some residents of Zug would "first need to get used to the new registration and user interface." The negative feedback, which experience shows is particularly common in the first year after the introduction of new tax return solutions, "primarily" concerns the registration through "Agov."

Heinz Tännler takes the Canton of Zug out of the firing line: as Agov is a nationwide solution, the canton has "only limited influence" on its functionalities and operation. For him, one thing is clear: anyone who owns an older smartphone that doesn't receive security updates should consider buying a newer device. "Not to use it for filling out tax returns, but to be better protected against cyber risks in everyday life in general."

He also defends the information provided about the new system. The public was informed of the change back in June 2025, and the tax authority's website (see below) also features various informational videos, including a recording of a live webinar about the new system. Zug residents can also obtain support via the technical support hotlines.

Despite, or perhaps because of, the ongoing digitalisation, some people are reverting to old habits. One letter writer describes how he went back to using a pencil and pen. "Luckily, the tax office included the good old paper forms."

How expensive is the new solution?
Federal and Cantonal Zug public procurement law stipulates that public authorities must periodically re-tender IT programs and services. The Canton of Zug therefore issued a public tender for a new tax return solution in 2023. According to Finance Director Heinz Tännler, three bids were received, and the canton selected the one from Ringler Informatik AG, based in Baar. Their solution is already being successfully used in about a dozen other cantons, and their bid was also the "clearly cheapest," stated Heinz Tännler. The total costs for the implementation and maintenance of the solution over the next ten years amount to approximately CHF 2 million.

For more detailed information about the Agov system (in English):
https://www.agov.admin.ch/en/qustions-and-answers

For instructions in English on how to fill in your individual tax return:
https://zg.ch/de/steuern-finanzen/steuern/etax/english

The webinar (in German) was originally shown on 19th March 2026, and a recording can be viewed here:
https://zg.ch/de/steuern-finanzen/steuern/etax/webin

For more information (in German) about the Pro Senectute tax return assistance for people aged 60 and over:
https://zg.prosenectute.ch/de/beratung/finanzen/finanzdienstleistungen/steuererklaerungsdienst.html