Finnish experience: State Tax Service’s employees adopted the best practices in building trust and project management

Strategy and project management, research of citizens’ attitudes towards the Tax Service and anti-corruption activities – Ukrainian tax officials learned approaches of their Finnish colleagues. At invitation of the Finnish Tax Administration (VERO), delegation of the State Tax Service of Ukraine, led by Deputy Head of the State Tax Service Serhii Lyseiuk, took part in three thematic sessions on the experience exchange in Krakow, Poland.

Finnish tax officials, during the anti-corruption session, spoke about their approaches to preventing dishonesty and about ethical principles of the VERO’s work. State Tax Service will also use their experience and European approaches for developing its new Anti-corruption program and jointly developing Integrity code for the State Tax Service. A series of anti-corruption trainings is ahead. 

VERO’s experts additionally presented their approaches to project management, which are used in Finland. Participants practiced methodology and criteria for selecting projects to implement strategic goals. Project approach is one of the means of increasing efficiency and transparency of the Tax Service.

Another effective tool for building trust is a systematic mechanism for conducting public opinion surveys regarding the Tax Service’s work. Finnish approach to improving customer experience is based on the processing results of various surveys. Analyzing opinions of taxpayers in Finland, they change services, add new ones and simplify instructions. That is why trust level towards the Tax Service there reaches 80%, and 71% of customers are glad to pay taxes.

"Taxpayers’ trust for the State Tax Service is now basis of effectiveness and incentive for change. Therefore, experience of Finland is very valuable for us now. And here, every direction is important: ethics and integrity, combating corruption and money laundering. Also, implementation of a systematic approach to project management in the State Tax Service with the VERO’s support is important step for effective implementation of the National Revenue Strategy until 2030. Systematic surveys help to monitor their effectiveness and determine further steps" – said Serhii Lyseiuk. 

Joint event became important stage in the implementation of a Memorandum of Understanding signed in April 2025 between the State Tax Service of Ukraine and the Tax Administration of Finland.

For reference: Cooperation takes place within the framework of implementation of technical assistance project "Increasing trust towards the State Tax Service of Ukraine as effective and qualified organization with high standards".