CRM in 2026: State Tax Service and the IMF advisors agreed on priority steps for systemic implementation

Priority actions necessary for the launch and systematic CRM implementation in the State Tax Service in 2026, taking into account recommendations of the International Monetary Fund, were discussed during the working meeting by acting Head of the State Tax Service Lesya Karnaukh and the IMF advisors Enrico Aav and David Carr.

During the meeting, Lesya Karnaukh thanked the International Monetary Fund for its systematic and substantive support for the tax administration reforms. She emphasized that the IMF’s contribution to development of strategic areas, in particular the CRM implementation, is extremely important for building modern, analytically managed Tax Service.  

"For the State Tax Service, the CRM implementation is not a separate project, but a fundamental change in approaches to management, risk analysis and interaction with the payers. The IMF expert support gives us opportunity to build this system comprehensively, taking into account the best international practices – as a centralized, analytically managed function, which will become basis for further transformation of the State Tax Service and implementation of the National Revenue Strategy" – Lesya Karnaukh noted. 

Parties noted current priority interaction areas for the State Tax Service, including:

- support for the CRM implementation; 

- development of the reform management office and strengthening human resources capacity;

- development of the electronic audit;

- participation in digital transformation, in particular in terms of data management and analytical platforms;

- strengthening system of strategic planning and monitoring of the implementation of reforms.

Special attention during the meeting was paid to the institutional and technical basis for implementing the CRM and achieving strategic goals of the National Revenue Strategy and the need to ensure a comprehensive and interdepartmental approach.