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 to ensure equal treatment to all taxpayers. In order to achieve this goal the project will implement the following activities for establishing a Tax Administration Contact Centre:
- Implementation of the technical equipment regarding the Contact Centre for effective implementation of processes and business rules;
- Development and implementation of the Contact Centre processes and business rules using the channels of telephone, e-mail and face to face consultations;
- Assist the Tax Administration in developing strategies and execution of the external as well as internal communication regarding taxpayers;
- Assist the Tax Administration in developing and execution of training programs for all staff of the Contact Centre;
- Assist the Tax Administration in the implementation of the Contact Centre equipment for the education centre and the sector for tax-legal affairs;
- Assist the Tax Administration in developing and implementation of the content database structure;
- To provide assistance in the development and implementation of the Tax Accounting System and the Taxpayer Registration System;
- To monitor and verify the delivered technical equipment regarding the specifications described in the tender contracts;
- To improve the image of the Serbian Tax Administration by providing reliable and up to date information to taxpayers;
- Making available the Contact Centre’s content database to other offices in the Tax Administration ensuring streamlined information will be given to taxpayers.