Governance arrangements
Decision making is centralized. The Director General of the Tax Administration of the Republic of Srpska (RSTA) appointed the Rescue and Protection Officer and his assistant to undertake measures and activities in regard to protection of employees, material assets, objects and buildings within the RSTA for which they are in charge of. The number of employees is reduced because critical categories of employees (pregnant women, mothers with small children, people with health issues etc..) were sent to work from home.
Scenario planning
The Director General of the RSTA sent an email to all employees, informing them on prevention measures to be taken by all employees in order to keep them secure and to continue the work of the RSTA. Some of employees were sent to work from home, the number of employees in offices was reduced and the rotation of two working weeks among employees was introduced. The availability of the IT system is ensured in accordance with the remote working security measures. The IT officers are required to comply with data protection rules.
If stricter measures are put in place, working operations will be done online.
Identification of critical and non-critical activities
In regard to the economic crisis caused by Covid 19, jobs related to resolving taxpayer filings are prioritized at all levels, including regional units and centers. The RSTA HQ plans all activities and issues all instructions for taxpayers as well as for tax officials/employees.
Understanding critical vulnerabilities
The assistants to director and senior management were appointed to act during the special working conditions in the field of IT, audit, legislation, taxpayer service and human resource issues.
Staff and taxpayer safety
In order to implement the health instructions issued by the RS Government and the Ministry of Health and Social Welfare of the Republic of Srpska, information was sent to taxpayers through different media channels to use emails in correspondence as well as telephone and call centre. Moreover, the Tax Administration of the Republic of Srpska (RSTA) informed taxpayers via media channels and its official webpage to use the RSTA e-services as much as possible. In case that taxpayers are not able to exercise their rights electronically or by telephone, they are to come to the RSTA premises, using all precautionary measures (wearing masks and gloves). Wearing of masks and gloves is obliged, as well as avoiding social contacts with other employees. Business premises are disinfected regularly. Currently, the working hours of the RSTA with clients are reduced.
Remote working
Assistants to director and senior management were able to declare who can work from home. Employees are divided into 2 teams which will come to work alternately; it is also recommended for people with small children who do not have the solution for babysitting, pregnant women and people with health issues to work from home.
Contact arrangements
All current employees’ contact details were collected (phones, addresses) so that everyone could be reachable. Also, all important phone numbers of the institutions in charge of emergency state have been disseminated among employees to be well aware of the procedure in case they have symptoms of a virus.
Communicating
Work within the RSTA is currently organized in such way that all activities are performed in a timely manner and without delay. Taxpayers are timely informed on all changes pertaining the taxpayer services. Communication channels are available through Call centre service, emails and webpage of the Tax Administration of the Republic of Srpska. Responses to taxpayers have been provided in writing by email and orally.
Training and redeployment
So far there is no need for training for dealing with new arrangements and/or for staff redeployments, but if the need arises it will be the responsibility of the Human Resources Department.
In case you have any document of information which you find worth to share regarding the actions, measures or concrete experiences in countering the crisis, please do not hesitate to upload it to the subpage focusing on Covid-19 Crisis Support on IOTA website in order to share it with other members.