The International Laboratory for Digital Transformation in Public Administration webinar "The Experience of Digital Transformation and The Introduction of the Principles of Client-Centricity in The Activities of Tax Authorities: Theory and Practice"

The International Laboratory for Digital Transformation in Public Administration hosted a webinar "The Experience of Digital Transformation and The Introduction of the Principles of Client-Centricity in The Activities of Tax Authorities: Theory and Practice". The speaker was A.A. Lyalikov, Head of the Department of User Experience Management and Transformation of Products, Services and Services of the Federal Tax Service of Russia.

An important focus of the report was the combination of an approach based on digital transformation tools, client-centricity and human-centricity. The Federal Tax Service of Russia remains the flagship of digital transformation in Russia, implementing projects such as the super service "Birth of a Child", the Data Delivery Platform, the Governor's Dashboard, as well as administering information systems vital for managing public processes, in particular the Registry Office and the Unified Population Register (ID). 

Within the framework of the federal project "The State for People", the department develops its own view on client-centricity: the task is not only to improve the quality of existing services, but also to eliminate unnecessary interactions with a citizen in principle to reduce the time costs of citizens when communicating with tax authorities. 

With the development of digital services, the Federal Tax Service of Russia strives to reduce the time for providing services, eliminate redundant documents for receiving services, and optimize channels of interaction with a citizen based on research on the client paths of citizens. In addition to analyzing feedback, the Federal Tax Service of Russia proceeds from how satisfied the user's needs are, as well as what barriers they face at all stages of the customer journey.

To analyze big data, the agency uses various combinations of artificial intelligence technologies to analyze receipts of cash registers, make a decision to register a business "without the participation of an inspector", as well as identify a citizen as "self-employed". 

Summary of experts from the International Laboratory of Digital Transformation in Public Administration.

In our opinion, the agency will continue to segment its consumers, delving into the needs of narrower social segments. The key blocking factor remains interdepartmental interaction, which slows down the work on services on the side of agencies involved in addition to the Federal Tax Service. In this regard, we see the further development of the service system based on new life situations and the development of processes with other agencies involved in the services. In many ways, the number of new ideas about designing additional services and accounting for emerging customer segments will depend on how the Federal Tax Service will work with the data collected about citizens in an impersonal form. These are interrelated processes. In general, the Federal Tax Service remains the flagship of digital transformation in Russia, and the agency's experience can be useful to accelerate similar processes in other departments.