NRA improves digital services for citizens and businesses with an intelligent information center management system

On their weakest days, the agency's experts receive hundreds of calls, and on days of monthly, annual closings and tax reporting, the lines are loaded to the max. With a minimal team, the Tax Information Center successfully manages to offer services to over 3 million taxpayers.

The goal of the project implemented by Paraflow for the construction and technological improvement of the NRA information center is for the center to be a single point of contact with citizens.

Paraflow experts update and maintain the systems to their latest versions - these are Microsoft servers and databases, sharing platforms - SharePoint; a call service and distribution system, which is based on Cisco technologies; the CARIN call recording system of TC&C, business analytics based on Qlik, which displays a wide range of reports and statistics. On a large screen in the agency's office, key statistical information is constantly displayed, which the agents monitor. The implemented solution architecture allows for flexible distribution of employee work. An example can be the onset of COVID-19 and the fact that the Agency has not stopped offering information services for a moment, without affecting the quality and work measures. The role of Paraflow experts is to build a single integrated universal platform through which the necessary information can be quickly and easily provided and, last but not least, to have full traceability of all processes implemented in the SWIC. This is done thanks to specialized integration interfaces between the individual components of the systems and integrations to the main information systems of the NRA.
The NRA's SUIC is actively used not only by the NRA information center, but also by other specialized units of the Agency.
The team leading the agency strives for more and more people to self-serve by finding information on the NRA website, but this is not always possible. Sometimes citizens and businesses encounter difficulties with identification with a PIN or electronic signature authentication and turn to the agency for assistance by phone. The strategic task of the agency is to inform citizens about their tax obligations, to provide information and to collect revenues for the state treasury. The National Revenue Agency is perhaps the most successfully operating state institution with the largest number of well-developed information systems and services.