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Enhancing Tax Revenue Collection and Efficiency through IT and Customer Support Innovations

This project aims to improve the tax revenue collection capacity and efficiency of the State Tax Inspectorate by implementing a Computerised Audit System and establishing a Taxpayer Call Centre. The Computerised Audit System will provide a comprehensive IT-based intelligence framework, enhancing administrative capabilities for tax audits. The Taxpayer Call Centre will offer effective communication tools and services, ensuring improved interactions with taxpayers. Outcomes include trained tax auditors and IT specialists, operational systems, and a better informed taxpayer community.

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Enhancing Tax Revenue Collection and Efficiency through IT and Customer Support Innovations

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  1. Twinning Success Stories 11th May 2010Baku

  2. Project Number 2003.004-341.01.01 Title: Improve the Tax Revenue Collection Capacity and Efficiencyof the State Tax Inspectorate through Implementationof the Computerised Audit System and the Establishmentof Taxpayer Call Centre. Beneficiary: State Tax Inspectorate under the Ministry of Finance.

  3. Project Purpose The project consists of two sub-projects: Sub-project 1: Computerised Audit System: Implementation of IT-based, comprehensive intelligence and information system; Sub-project 2: Taxpayer Call Centre:Establishment of effective information methods and tools for better taxpayerservice.

  4. Financing (MEUR)

  5. Financing (MEUR)

  6. Duration • 1. Computerised AuditSystem 24 months • 2.Taxpayer call center 18 months

  7. Results Computerised Audit System: • Computerised Audit System implemented; • Necessary legal framework allowing tax authorities to conduct a computerised audit developedand administrative tax control tools prepared; • Training needs analysis carried out and relevant training delivered.

  8. Benchmarks • Lithuanian legislation reviewed and necessary recommendations documented; • Administrative tax control tools (improved administrative structures, modernised riskanalysis, taxpayer selection techniques, organisational and methodological standardsto carry out computer auditing procedures etc.) documented; • 310 tax auditors trained in using computerised audit system, 12 IT specialists trainedin administration and maintenance of the system.An IT-based system in support offiscal control developed, installed, tested and operational at the required quality andtime, as planned.

  9. Results Taxpayer Call Centre: • Taxpayer Call Centre established; • Recommendations on the structural changes within State Tax Inspectorate prepared; • Performance model of a Taxpayer Call Centre developed and documented, informationmaterial regarding the Taxpayer Call Centre operations elaborated, published and disseminatedamong the taxpayers; • Training need analyses carried out and relevant training delivered.

  10. Benchmarks • Current administrative structures in the field of taxpayer service reviewed and proposalsfor the establishment of a Taxpayer Call Centre documented; • Proposals for methodological and information packages submitted and documented; • Staff recruited aprox. 80 officials trained in operating the Taxpayer Call Centre’s ITsystem, 5 tax officials additionally trained in operating performance monitoring system; • Existing databases adjusted, hardware, software, telecommunication and officeequipment procured, delivered, installed, tested and operational at the required qualityand time.

  11. Twinning: LT/2004/TR /01 Title:Alignment of National Legislation with a New EURailway Transport Acquis, Implementation of the “SecondRailway Package” and Strengthening AdministrativeCapacity of the Railway Institutions of Lithuania Beneficiary: Ministry of Transport and Communications of the Republic of Lithuania

  12. Project Prupose • To assist the Ministry of Transport and Communications and relatedinstitutions in preparation of the new legislation of rail transportrelated to the “Second Railway Package” and implementation of thelegislation. • To strengthen administrative and technical capacities of the Ministryof Transport and Communications and related institutions inrespective domains (legal, institutional, financial, management,technical fields and other domains concerned).

  13. Financing (MEUR)

  14. Project Duration • Project duration 24 months; • 1 RTA.

  15. Results • Compliant legal framework (legal acts and secondary legislation)regarding the requirements of the new EU Acquis (“SecondRailway Package”) developed; • Overall administrative conception for the railway sectorelaborated and new procedures on regulating links betweendifferent actors of the system created. • Training programmes prepared and 40 people trained (20specialists from MoTC and SRI concerning legal, institutional,

  16. Benchmarks • Draft legal acts prepared and submittedas planed; • Chart of the new railway administrationorganisation and new proceduresprepared and submitted.Annual transportsector report prepared; • •Training programmes prepared andStaff trained (40 people). Manuals of training prepared. • Two study visits implemented.

  17. Thank you for your attention!

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