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Sectors: Co-op & Development, Information, Public Management, Services

Beneficiaries: Administrations States, Federations Unions, Local and Regional authorities, Training centres

Regions: European Union

Category: Call for proposals


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Responsible: European Commission


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This call aims to increase efficiency of taxpayers-focused and in general citizen-focused service delivery by the Ministry of Taxes of the Republic of Azerbaijan.

Priorities and funded actions:

 – To embed leading European Union practices with a view to support the identification and management of service demand and the implementation of continuous improvement

– Continuous Improvement Programme in Taxpayer Service Processes
– Identification and Management of Service Demand
– Identification of KPI’s of Taxpayer Service and improvement of existing
– Setting up the Data Analytics Support Tools for Enhanced Service Provision across all Channels based on the best methodologies

Among financed actions
– Enhance knowledge transfer and skills
– Develop a Taxpayer Service Development Strategy (2017-2020) and Activity Plan
– Prepare for a continuous improvement pilot project, including training and definition of roles and responsibilities of the Business Improvement Team members
– Develop a methodology for measuring service demand
– Develop a set of taxpayer service performance measurements