The main priorities to design a service model of taxation should be stability, transparency, simplicity, primarily on the basis of digital technologies and customer orientation.
In accordance with the Order of the Ministry of Digital Development, Innovation and Aerospace Industry of the Republic of Kazakhstan dated January 31, 2020 No. 39 "On approval of the Register of Public Services" (with amendments and supplements), state revenue agencies provide 42 types of public services, including 25 of tax and 17 of customs services.
38 or 90,5% of the total number of public services are automated, of these 36 services are available in the e-Government portal.
On an alternative basis, 18 services are provided through the State Corporation «Government for Citizens».
Currently, the priority area of work of the state revenue bodies is the provision of public services in electronic form. Public services in electronic form can be obtained through the web portal "Electronic government", through the information system "SONO", the web application "Taxpayer's Office", IS "E-window", IS "Astana-1", IS "E-licensing", as well as through mobile applications "e-Salyq Azamat" and "E-Salyq Business". Also, there is access to public services of state revenue bodies for customers of banks of JSC "Kaspi Bank" and JSC "Halyk Bank of Kazakhstan" through the mobile applications of these banks.
So, state revenue bodies of EKR have provided 729010 public services for 2023, of these 723284 of services were provided in electronic form. At the same time, share of electronic services, except for services provided only in paper form, was 99.7%
Such government services as "Reception of tax reports" (401001 or 99.7%), "Revocation of tax reports" (31058 or 100%), "Registration and deregistration of cash registers (CRM)" (23494 or 92.1%), "Customs clearance of goods”, "Suspension (extension, resumption) of tax reports" (5243 or 100%) are most in demand (6310 or 100%) in electronic form.
Also, 5726 public services have been provided on paper for 2023, 625 of them have been provided through the State Corporation "Government for Citizens". Compared to last year, the number of paper services decreased by 4927 services or by 46,2% (for 2022 10653 services have been provided, including the State Corporation "Government for Citizens" -1214).
Reducing services in paper form is ensured as a result of execution of road map activities to timely inform taxpayers about the activities of state revenue bodies and improve the quality of public services. As a result, high-quality service has been provided with maximum avoidance of personal contacts of the citizens with officials at rendering state services, feedback has been established with taxpayers, tax collection rate has been increased, and tax arrears have decreased.
Thus, within the road map, high-quality informing of taxpayers is provided through notification via e-mail and SMS messages, scrolling in public places (PSC, shopping malls, markets) information clips with voice support, voice announcement via IVR (in parks, markets, bus stops, shopping malls), placement of layouts with QR codes for watching educational videos through the ''Memoris'' application in public gathering places. These measures have reduced the number of non-fulfillment of notifications.
To enhance population satisfaction with the quality of services provided, the rubrics "Feedback", "Question to the expert", "Question of the week" have been created on social networks. In turn, the Department periodically analyzes these rubrics, followed by submission and subsequent replies to the questions asked.
In addition, to receive feedback, surveys among taxpayers were conducted in the buildings of SROs, iin public spaces all over the PSCs, shopping malls, markets, in the mobile application "e-SalygAzamat", in Telegram application, as well as on the Instagram page of the Department.
The analysis of the survey results found that the main reasons for visiting SROs are issues of calculating local taxes from individuals (land, property and vehicle taxes), execution of notifications for non-submission of TRF and notifications based on the results of cameral control, drawing up a protocol on an administrative offense, etc. Also, the results of the survey showed a good level of satisfaction of the population with the provision of public services.
To form a positive reputation, the state revenue authorities of the region held 110 Open Days, 411 seminars on various information platforms (NCE "Atameken", large enterprises of the region "Kazzinc", "UMZ", "Mashzavod", "Mint", "Oskemen Vodokanal" KEGOC", branch of Kazakhtelecom, etc., regional and district departments of health, education, culture, sports, museums, libraries, universities (D. Serikbayev Technical University, KASU, Sarsen Amanzholov University, etc.), 18 press conferences (briefings) at the RSC site, 119 live broadcasts on Instagram, 47 conferences on ZOOM platform, 46 round tables (including with newly formed taxpayers, public organizations, bloggers), as well as mobile reception points for citizens under the project "Reception on the road", etc.
In addition, with these activities, measures have been taken to introduce tax and customs literacy among young people. For this purpose, memorandum of strategic partnership were signed with the Kazakh-American Free University, S. Amanzholov East -Kazakhstan University, D.Serikbayev East - Kazakhstan Technical University. Within the Memorandum, 106 students completed training courses conducted by employees of the Department with awarding the certificates during the period 2022-2023 academic year. Also, representatives of the Department held scientific and practical conferences, seminars on popularization of digital services for university students. In addition, 17 students of the above-mentioned universities were involved in educational practice in the state revenue bodies of the region in 2023.
In addition, the Department is constantly making an effort to influence public opinion in popularization of services SalyqBot, e-Salyq Azamat, e-Salyq Bussiness, egov, mgov, as well as mobile applications of second-tier banks. In particular, information is posted on the website of the Departament, facebook, twitter, vk.com, instagram official pages, Telegram application, on popular public sites of the region, in print media, television appearances are carried out (RTRK "Kazakhstan", Altay TV channel, Oskementv.kz, Alva-TV).
The above events have shown that the regional state revenue bodies are open and available to all categories of taxpayers.
For the further development of electronic services, the Committee is working on maximizing synergies with second-tier banks (STBs). Using the capabilities of the banking system, which has more points of contact with taxpayers, the Committee initiates proposals to create a prototype of a mobile "Taxpayer's office" on the STB platforms to provide access to demanded electronic services and government services.
Today, taxpayers have the opportunity to receive a wide range of tax services through the mobile applications of second-tier banks, namely, to pay taxes and payments, fill out and send tax reports, receive notifications and messages, check the amount of tax arrears, register as an individual entrepreneur, etc.
At the same time, the regional state revenue bodies are systematically working to improve the quality of services to service recipients. In particular, conditions have been created to provide comfortable and convenient conditions for waiting and servicing service recipients, including for people with disabilities (there are ramps and structures for movement, call buttons of an employee of the SRO), taxpayers are serviced according to the barrier-free principle, self-service terminals for sending tax reports and tax applications in electronic form keep functioning.
Also, the Department pays great attention to the issue of professional development of employees whose functions include the provision of public services. Thus, 59 employees of the structural divisions of the Department completed advanced training courses in 2023.
In turn, the Department holds control events on the timeliness and quality of public services by monitoring information from the Committee's information systems on an ongoing basis, carries out random checks by outgoing calls at the contact numbers of taxpayers, carries out thematic checks, as well as checks by the "Secret Consumer" method, makes quarterly control calls at the contact numbers of employees of the SROs for the quality of taxpayer service by the phone, the level of knowledge of employees providing public services is monitored through online testing.
In general, the state revenue bodies are tasked with creating all conditions for taxpayers' satisfaction with the provision of public services. In this regard, the Department will take all measures to ensure the timely and high-quality provision of public services, as well as create favorable conditions for taxpayers when receiving services.
Deputy Head of the
State Revenue Department of East - Kazakhstan region - Kabysh S.K.