I have practical suggestion for SARS, simple on the eye of the taxpayer, how about a Digital Visual-Robot-System-Display(Dashboard).
Example:You eFile for year, like 2018:
What you see if you log in:
1-A red robot=You must submit your 2018 tax return.
2-An Orange robot=They received your filed tax return, but nothing done yet.
3-A blue robot=They attend to your return, busy with it.
4-A purple robot=You select for VERIFICATION and documents to be uploaded specified.
5-A maroen robot=You select for AUDIT and documents specified to be uploaded.
6-A flashing maroen robot(Dark Red)=You must visit a SARS Branch and documents to take with specified.
7-A green robot=You have been checked and payout to you is on its way, may take X-days.
8-A green robot and a flashing yellow robot=You have been checked and owe SARS X-amount to be payed back in X-days.
More lights/robots can be added for Vat and other matters. A flowchart with lights may also give much quick perspective to anybody accessing the system from any type of input.
This wil leave the taxpayer in a place where he know he is, and remove unnecessary attempts to communicate, waist time etc.
Let the expensive IT system work for the taxpayer also in a practical easily way.
Let the boxed backgrounds be as complicated as it can be, but have a quick practical referral lidted illustration of the process.
At this moment I only have a vague unsure clue as to where I am after submitting a return.