CIS Forum on Client-centricity in Tax Administration

    Shymkent hosts a meeting of the Working Group of the Coordinating Council of Heads of Tax Services of the CIS member states on the implementation of the principles of client–centricity in the activities of tax authorities. Representatives of Azerbaijan, Armenia, Kazakhstan, Kyrgyzstan, Russia and Uzbekistan are taking part in the event.         

During the forum, participants will discuss modern approaches to improving the quality of public services, developing a service model for interacting with taxpayers, introducing user experience (UX/UI), and developing the competencies of a client-centered tax officer.        

The forum program includes training and practical sessions, exchange of international experience, presentations of digital solutions, as well as discussion of tools for researching the client's path and improving the effectiveness of tax administration.        

Special attention is paid to the issues of digitalization of public services and the use of artificial intelligence.        

During the meeting, representatives of the CIS countries will present the best practices for developing a client-centric approach in the provision of public services and administration, jointly develop a competence map of a client-centric employee and discuss further areas of cooperation.      

As part of the partnership with the banking sector, the forum is attended by representatives of second—tier banks who present projects in the area of Tax Advisor, the intelligent support of tax projects. The participants are presented with modern digital solutions and services aimed at improving the convenience of business interaction with tax authorities and financial institutions.      

 Field events were organized for the forum participants with visits to the client centers of the state revenue authorities, the Business Service Center of the NCE "Atameken", special economic zones and industrial enterprises of Shymkent.      

The meeting in Kazakhstan contributes to the strengthening of international cooperation between the tax services of the CIS countries, the exchange of best practices and the development of modern service approaches focused on the needs of citizens and businesses.