Representatives of the State Tax Service work on introduction of new tools to improve service quality for payers

Introduction of the draft project Customer Journey Mapping in chosen sphere of activity in cooperation with authorities of the State Tax Service was discussed by its representatives and experts of the Office of Technical Assistance of the US Treasury. This is a new tool that will improve service quality for payers in the process of providing services.

Advisors from the Office of Technical Assistance of the US Treasury, with participation of the US Treasury employees, familiarized employees of the State Tax Service with concepts and practices of  Customer Journey Mapping.

Among other things, examples of methodology application were given, in particular, to the process of submitting complaints to the "Pulse" service about actions of employees of the State Tax Service, which have signs of corruption. Purpose of this event was to provide State Tax Service with systemic approaches to the implementation and evaluation of necessary operational reforms.

Reminder! Office of Technical Assistance of the US Treasury has been a reliable international partner of the State Tax Service since 2015, in cooperation with which the State Tax Service successfully implements international best practices in many areas. These include, in particular, anti-corruption activities, taxpayer service (Contact center), tax audit, work with tax debt, introduction of single legal entity and management of reforms, transfer pricing, implementation of compliance in the State Tax Service, etc.