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A regular meeting of the CIS Tax Authorities Working Group on the Implementation of Client-Centric Approach in Tax Administration was held in Ufa.
Radiy Khabirov, Head of the Republic of Bashkortostan, opened the event.
“It is a great honor for us to host the meeting of the Working Group on Client-Centricity. We have created all the necessary conditions for the participants' comfortable and productive working environment. I wish everyone success and impactful decisions. We must support both the state and business, and, in a broader sense, shape a balanced and sound policy.”
Mikhail Myskin, Director of the Economic Cooperation Department of the CIS Executive Committee, noted that over the past quarter of a century, the Coordination Council has proven highly effective, serving as a unique platform for sharing experience and developing cooperation in taxation.
“All the tasks set before the Council over the past period have been fully accomplished,” he noted.
“The Working Group was established in October 2022. Its main focus areas include best practices exchange in tax administration and the study of experience in the application of client-centric tools in the operations of tax authorities. We conducted a study and, for the first time, measured the level of client-centricity among CIS tax administrations. This allowed us to build an extensive knowledge base, which is now being used to develop a two-level training system for employees. The recording will take place on the sidelines of the Working Group meeting, where a video studio will be set up,” noted Alina Galeeva.
During the panel discussion, participants shared best practices in implementing the client-centric approach at the FTS of Russia, the Tax Committee under the Government of the Republic of Tajikistan, as well as in the fields of tourism, investment, and urban development in the Republic of Bashkortostan.
Andrey Agapov, Head of the Regional Office of the FTS of Russia in Bashkortostan, reported that the region is actively rolling out initiatives driven by a client-centric approach to interacting with taxpayers. Engagement with taxpayers is conducted both directly by tax authorities and through Public Services Centers and the Regional Management Center.
Viktor Batsiev, Deputy Commissioner of the FTS of Russia, thanked the Bashkortostan team for the excellent level of organization of the meeting and noted the importance of the tasks facing tax authorities.
“We handle vast amounts of data and are actively developing digital technologies and various services. At the same time, the philosophy of client-centricity obliges us to maintain a certain culture in the use of our knowledge and technologies,” he emphasized.
During the Working Group meeting, participants are expected to discuss several key factors that drive the implementation of client-centricity: the practical execution of strategic documents, the use of artificial intelligence, and taxpayer feedback as a tool for process re-engineering. The outcomes of these discussions will form the basis of a consolidated analytical report, which is scheduled to be presented in October 2026.
Another objective of the meeting will be to approve video lectures for operational-level employees. In addition to reviewing previously recorded content, an advanced video studio has been set up at the venue, where meeting participants are working together to produce new video lectures.
The finalized training program will be submitted to the heads of the CIS tax authorities for approval at the XXXIII meeting of the CIS Tax Commissioners Coordination Council, which will take place in October 2026 under the chairmanship of the Republic of Tajikistan.
The event was attended by representatives of the tax authorities of Armenia, Azerbaijan, Belarus, Kazakhstan, Kyrgyzstan, Russia, Tajikistan, and Uzbekistan, as well as the CIS Executive Committee.
