Support to the Preparation of Tax Administration Contact Centre

The overall objective of the project is to improve the service delivery of the Tax Administration by encouraging transparency of the Tax Administration’s work and ensure equal treatment to all taxpayers. In order to achieve this goal the project will implement following activities:

• Implementation of the technical equipment regarding the Contact Centre processes and business rules;
• Development and implementation of Contact Centre processes and business rules using the channels telephone, e-mail and face to face consultations;
• Assist the Tax Administration in developing strategy and execution of the external as well as the internal communication regarding taxpayer;
• Assist the Tax Administration in developing and execution of training programs regarding all staff of the Contact Centre;
• Assist the Tax Administration in the implementation of the Contact Centre equipment in the education centre and in the centre for tax-legal affairs;
• Provide assistance in the development and implementation of Tax Account System and Taxpayer Registration System;
• Monitoring and verification of the delivered technical equipment regarding the specifications described in the tender contracts;
• Make the content database of the Contact Centre also available to other offices in the Tax Administration so that in case of face to face consultations equal information will be given to taxpayers.