The Moldova State Tax Inspectorate is on the Road to Reform with a Study Tour Stop in Lithuania

Critical to tax administration reform is to improve public service delivery and citizen confidence of the Moldova State Tax Inspectorate (STI).  As part of these efforts, the Moldova STI is currently working to establish its first Single Information and Customer Service Center (or Call Center) which would allow taxpayers to make inquiries and seek tax advice over the phone.  The U.S.  government supported Moldova Governance Threshold Country Program is providing technical assistance in establishing the Call Center. From February 12 – 16, a delegation from Moldova STI visited Lithuania to study its government’s experience in implementing a tax information phone line.  During the visit, the delegates explored the functions and activities carried out by the Lithuanian Tax Information Center.  Specific areas researched included • human resource management, recruitment and training methods; • development, testing and deployment of “advice database;” • systems for collection, storage and management of statistical data used to measure efficiency and quality of assistance provided to beneficiaries; • telecommunication equipment; and • communication efforts to inform and educate taxpayers about the Centre’s services. Following the study tour, the Moldova STI chose to incorporate many of the best practices used in Lithuania in developing the Call Center in Moldova.  Four working groups were formed that are currently developing the “Advice Database”.  The database includes over 2,900 sample questions and answers.  The Call Center has a new office that will soon be equipped with telecommunication equipment and software, purchased with the financial and technical assistance of the MGTCP.  The Moldovan Call Center is expected to launch its activities in November 2008.   The MGTCP is a two year initiative funded by the Millennium Challenge Corporation (MCC) and managed by the United States Agency for International Development (USAID).  The overall program goal is to assist the Government of Moldova in effecting policy and system reforms to promote good governance, reduce corruption and improve public sector service delivery, particularly in the judicial, tax and health sectors.  The MGTCP is implemented by the Millennium-IP3 Partners.

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