Progress in modernization of the Contact Center was discussed at the State Tax Service

During online meeting, representatives of the State Tax Service and experts of the EU4PFM Project spoke today about directions of modernization of the Contact Center of the State Tax Service, about what has already been implemented and planned.

Deputy Head of the State Tax Service of Ukraine for digital development, digital transformations and digitization Nataliia Kalienichenko thanked experts of the Project for their help in developing functionality of the Contact Center of the State Tax Service of Ukraine and implementing digital reform that is ongoing in the tax service.

“Thank for your support, because strength is not only in each of us, strength is in our unity with you. Victory is ours, we continue to develop and improve all our services. We are already seeing the first results and they are very good” – stated Nataliia Kalienichenko.

Due to the support of international partners, all planned measures for modernization of the Contact Center are already at the final stage. So, in particular, new quality of analytics and new opportunities for payers have been introduced. Among them are the reduction of call routing time by up to 50%, introduction of contact history, electronic queue, receiving information about existence of debt by tax number, etc. This has already made it possible to increase the average number of calls by 20%.

The EU4PFM experts, during the meeting, presented marketing strategy of modernized Contact Center of the State Tax Service. Among its goals are highlighting new possibilities of the Contact Center, raising awareness of this channel of communication with the tax service, level of loyalty and trust towards the State Tax Service and its services, forming image of the State Tax Service as modern client-oriented organization that values of its clients.

According to experts, in order to effectively reach a wide audience, it is extremely important to carefully manage communication frequency and use a wide range of channels.

Representatives of the State Tax Service, in turn, thanked for presentation, advice and suggestions that will help to further improve work of the Contact Center.