State Tax Service of Ukraine has completed a large-scale survey of users of the information and communication system “Electronic cabinet”.

Individuals-entrepreneurs, accountants, heads of enterprises and citizens shared their experience of using Electronic cabinet. During the survey month, 2.5 thousand suggestions were received. 

This feedback, along with suggestions that we systematically received from the taxpayers earlier, will become basis for developing new service model for the cabinet.

Analysis of responses confirmed a key public request: taxpayers expect the cabinet to be transformed into a full-fledged “electronic assistant”. Modernization is aimed at creating simpler service that will help the user navigate processes, provide tips and reduce amount of manual actions. 

“Digital transformation of the Tax Service is a continuous process that involves building transparent, adaptive and human-oriented environment. As a modernization part of the Electronic cabinet, we are moving from the usual set of sections to the concept of intelligent assistant service. Our goal is to reduce cognitive load on the payer, help to avoid typical mistakes and simplify performance of everyday tasks for business and citizens” – stated Deputy Head of the State Tax Service for Digital Development, Digital Transformations and Digitalization (CDTO) Igor Panchenko.

Currently, the State Tax Service, together with experts, is preparing basis for updating the Electronic cabinet. Before starting technical development, the team is conducting a comprehensive analysis in three key areas:

Analysis of the current system (“As-Is”). Experts have analyzed each of the account services in detail. They have identified interface elements that overload the user, as well as recorded the most common difficulties.

Designing digital assistant model (“To-Be”). New logic of the cabinet is being developed. Services will be organized not according to the internal structure of tax systems, but according to the user’s needs. Depending on the account chosen by the user: individual, individual-entrepreneur or legal entity, the cabinet will offer exactly the set of functions that are necessary for a specific profile.

Development of architecture of the future cabinet. Based on the audit, the team is developing architectural principles and logic of the updated system. Particularly, the logic of using data already owned by the State Tax Service, approaches to the step-by-step interactive prompts, as well as format for error messages that are understandable to payers, are being worked out. All these developments will become basis for the formation of detailed technical requirements for further development.

State Tax Service of Ukraine is grateful for a comprehensive support in the project implementation to the partners: Swiss-Ukrainian EGAP Program, implemented by the Eastern Europe Foundation, and the European Union Finance Management Support Programme for Ukraine (EU4PFM).