Information service of payer is a priority

Modernized Contact Center of the State Tax Service was visited by acting Head of the Service Tetiana Kiriienko, Head of the Good Governance and Rule of Law Operations Department of the EU Representation in Ukraine Xavier Camus and representatives of the EU4PFM project.

Providing maximum number of services, in various formats, convenient for payers is the focus of attention of the State Tax Service. This is especially important today, at a time of global challenges, when fulfillment of tax obligations by the taxpayers depends on effective and efficient communication.

“It is very important for us that payers can receive quality consultations in a timely manner. After all, from the very beginning of the war, we concentrated our work on establishing seamless communication with the taxpayers and their support, understanding all the challenges when issue of filling the budget is not just a matter of the country's survival, but also ensuring its defense capability, financial support of the Armed Forces of Ukraine. With the updated hardware and software complex of the Contact Center, it will be easier and faster. We are grateful to the international experts who shared their experience, as well as the national experts who helped implement changes” – emphasized Tetiana Kiriienko.

According to her, the State Tax Service has already implemented many good projects with the EU4PFM support. And the large-scale update of the Contact Center of the State Tax Service is one of successfully implemented cases of the tax service. For this, modern equipment, the best solutions in software and organization of service provision were used.

Modernization of equipment and software, deployment of modern services allowed use of new tools and capabilities, preservation of history of the payer's appeals and ensured reduction in number of diverted and lost calls. Such changes have already made it possible to halve the time for call routing and speed up processing of requests.

Xavier Camus, during the meeting, also emphasized that providing effective support to the taxpayers is vital to ensure effective revenue collection by the state and therefore to finance country's defense and reconstruction. He noted that the EU is glad to support the State Tax Service in implementing modern concept of the Contact Center, including purchase of modern IT equipment. This initiative and successful cooperation with the tax service is a key contribution to achieving the set goals.