IOTA Peer-to-Peer Technical Assistance Project "Technical assistance for the improvement of service provision in the Greek Tax Administration"

The next multilateral IOTA Peer-to-Peer Technical Assistance Project was successfully implemented by the Independent Authority for Public Revenue (IAPR) of the Hellenic Republic as the Beneficiary and two esteemed Providers: His Majesty’s Revenue and Customs (HMRC) and the Spanish Tax Agency (STA).   

The main goal of the project was to support the Directorate for Service Provision in IAPR in its activities to improve the relationship with the taxpayers, achieve transparency in service procedures, and provide thorough information to the citizens regarding their rights and obligations in taxation matters.

The project activities included several bilateral meetings between the project teams of the Beneficiary and the Providers held in both digital and in-person formats starting from August 2024 through April 2025.

In particular, the technical assistance program between IAPR and STA started with the visit of the Spanish experts to the Greek IAPR to perform a gap analysis, present some details of the Spanish model of taxpayer services, and identify future areas of cooperation. Further digital project activities focused on the following areas: planning instruments for information and assistance KPIs; inbound call system of STA, including the audit of all the phone calls, as well as surveys addressed to taxpayers and officers; presentation of the STA’s website (particularly, its assistance and appointment section); presentation of the internal organisation of the service catalogue and the office searcher of the STA. Finally, the project teams had another in-person meeting in Madrid, where the Beneficiary had an opportunity to observe the Spanish model in actual practice by visiting both the STA’s headquarters and the Regional Digital Assistance Office. 

As regards the project component covered by HMRC, through five dedicated online sessions, it addressed such topics as taxpayer service channel policies, balancing digital and physical presence, implementing feedback mechanisms to measure customer engagement, change management: fostering a service-oriented culture, and empowering team leaders and competency framework. Further to the above digital meetings and exchanging materials, the parties organised a working visit to the HMRC office in London, where the IAPR team had the opportunity to attain a higher degree of knowledge with further presentations and an on-site tour around some HMRC facilities, such as the Customer Lab.

The Parties agreed that the project was successful and that the obtained knowledge will help the Beneficiary adopt the most efficient initiatives or practices that will contribute to improving the service provision model of IAPR. 

Find out more about the Project by visiting the dedicated Project page on the IOTA website.