Contact center of the State Tax Service: focus is on providing the maximum number of services for payers

Modernized Contact center of the State Tax Service continues to increase number of services in formats convenient for payers.

The total number of payers’ calls processed by Contact Center of the State Tax Service has increased:

- 428.4 thousand appeals were processed in June 2023 (364.3 thousand in June 2022);

- 502 thousand appeals in July 2023 (438.1 thousand in July 2022);

- 575.6 thousand appeals in August 2023 (506.3 thousand in August 2022).

Average call waiting time:

- 97 seconds June 2023 (108 seconds in June 2022);

- 85 seconds in July 2023 (105 seconds in July 2022);

- 64 seconds in August 2023 (108 seconds in August 2022).

Through system improvements, service availability has been improved from 27% to 50%.

Routing time reduced by 50% from 2 minutes 20 seconds to 1 minute 4 seconds.

State Tax Service, with the EU4PFM support, continues to work on improvements and providing quality services to citizens.

Thank you for trust and cooperation! Together we will achieve more!