From project management to the taxpayer trust: State Tax Service and VERO are developing practical solutions for change

Press service of the State Tax Service of Ukraine, published 25 September 2026 at 15:50 Chapter: News

Project, trust measurement and strategic communications – these three areas were worked on by representatives of the State Tax Service and experts of the Finnish Tax Administration VERO during the working mission in Krakow.

Participants focused on practical tools that will help improve project and reform management, systematically measure the taxpayers’ trust in the Tax Service and use results of such research to make management decisions. Special attention was paid to modern approaches to communication with the taxpayers.

Working mission took place within framework of the international project “Building Trust in the State Tax Service of Ukraine”.

Participants, during the first session of the program, focused on practical work – from the project life cycle, distribution of roles and responsibilities to the planning of specific State Tax Service’s projects. Together with Finnish colleagues, they analyzed current status of projects, identified problematic aspects and further steps.

The second area of ​​work concerned measuring trust in the Tax Service. Participants worked out approaches to identifying key factors of trust, formulating qualitative questions and analyzing survey results. Special emphasis was placed on how to move from conducting research to systematic work with the obtained data and using them for practical management decisions.

Another area is strategic communications. Representatives of the State Tax Service and VERO discussed principles of working in social networks, joint planning of communications and interaction between teams at strategic, tactical and operational levels.

For each of the areas, specific next steps have been identified, which the State Tax Service and VERO teams will continue to implement together.

Project is implemented within framework of the Instrument for Institutional Cooperation with support of the Government of Finland.

The cooperation focus is on practical changes in work of the State Tax Service, modern management approaches and strengthening the taxpayers’ trust in the Tax Service.