- 01
- 01
- 02Application of Client-Centricity Principles in the FTS of Russia (to be published)
- 01
- 01
- 02Organization of in-person taxpayer services in remote regions (to be published)
- 01
- 02
- 01
- 02Organization and conduct of sociological research (to be published)
- 01
- 02
- 01
- 02Application of AI Technologies in Tax Authorities' Activities (to be published)
- 03Introduction of Generative AI: New Trend in Public Administration Development (to be published)
- 01
- 01
- 02
- 03
- 04
- 05
- 06
- 07Feedback as a System (to be published)
- 08Leadership Image Management (to be published)
- 09Internal Communications (to be published)
BRICS Tax Cross-Learning Lab
Client-Centric Approaches in Tax Administration
Operational-Level Stream
The Operational-Level Stream forms part of the Lab's first thematic track on client-centric approaches. It is designed for frontline specialists responsible for direct interaction with taxpayers and focuses on practical, role-specific knowledge and skills that can be applied in day-to-day work.
The materials available within the Stream address selected aspects of client-centric tax administration, including the culture and principles of client-centric public service, taxpayer communication and interaction, client-centric service delivery, client satisfaction metrics and feedback collection, approaches to improving tax compliance, the application of behavioural sciences, and selected HR-related topics such as leadership, digital and systems thinking, and effective communication.
17lectures
10modules
