Development and Implementation of new Taxpayer Service Concept (Revenue administration modernization project)

Europe and Central Asia - Romania

2013-2018 | World Bank | CAD 1.2M

The five-year, CAD 1.2 million Revenue Administration Modernization Project (2013 -2018) aimed at improving voluntary compliance, fighting tax evasion and increasing collection efficiency. The overall objective of this assignment was to develop and implement a modern, professional taxpayer services organization program that would transform the contact between the Romanian National Agency for Fiscal Administration (NAFA) and taxpayers, by creating a client-service oriented organization that would optimize service delivery channels. This led to an increase in taxpayers’ level of satisfaction with NAFA services, leading to increased trust and confidence; an increased voluntary compliance and increased accuracy and reliability of self-assessments and increased revenue and reduced operating costs.


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