Brief presentation of NAV: On the basis of Act CXXII of 2010, the National Tax and Customs Administration (NAV) was established by merging the two predecessors, the Tax and Financial Control Office and the Customs and Finance Guard. The NAV, as the state tax and customs authority, performs its statutory tasks. On the basis of the Government’s decision, the legal status and organisational structure of the NAV were changed as of 1 January 2016. According to the new organisational structure, the Central Management at the top level of the NAV, while at the lower level, the county directorates with direct links with citizens and businesses continue to operate. The NAV is managed directly by the State Secretary of the Ministry of National Economy and four Deputy State Secretaries. The new organisational structure allows for more direct and thus more effective interventions in terms of improving customer-centred operation and implementation indicators, which is expected to give greater priority to the service provider face of the tax office. Analysis of the situation: The rapid and efficient service of customers and the continuous development of the related IT systems can be achieved even more efficiently by using EU funds in line with today’s expectations. In order to achieve the above mentioned objectives, the National Tax and Customs Administration and Public Service Development Operational Programme (hereinafter referred to as: It will be implemented through the project “Simplification of administrative procedures in tax matters, reduction of administrative burdens”. Project objectives, areas of development: The main objective of the project is to reduce the administrative burden both on the front office and within the NAV (back office) by expanding the capabilities of the NAV service provider and to further improve the integration and infrastructure of the data warehouse supporting both administrative administration and service provision. The NAV aims to achieve the above-mentioned project objectives through the following developments: 1. Development of customer relationship systems: ‘establishing a one-stop shop for e-communications and e-documents in bilateral contacts with customers’; 2. EKAER-related system integration: ‘e-invoice, e-transport documents, Electronic Road Traffic Control System (hereinafter: EKAER) integration’; 3. Development of current account systems for tax and contributions: ‘establishment of the basic infrastructure necessary for the implementation of individual tax and contribution accounts and the development of related electronic services’; 4. Establishment of a taxpayer’s life-travel system: “services to reduce the administrative burden of accounting, tax and contribution reporting for small and medium-sized enterprises”; 5. Data warehouse integration: ‘implementation of the data market and publication platform’; 6. EEASMO system: ‘Electronic Road Transport and Running Certificate Document System (hereinafter referred to as: (EEASMO)’. Description of areas to be developed, results to be achieved: 1. In order to achieve efficient and modern tax administration and to strengthen the nature of the service provider, it is necessary to establish a multi-channel system — telephone, e-mail and other IP-based (webchat, Skype) — which is suitable for bilateral quick and professional contacts with customers without personal presence. It is important to set up a telephone system to provide general information, information and technical assistance, to provide information on the ongoing business of customers and to initiate specific tax administration cases after proper identification in the field of tax secrecy. The telephone system should provide for the possibility of bilateral communication by ensuring that both parties make and receive calls through a secure channel in order to preserve tax secrecy. Establishment of e-documents: By setting up the e-documents, a kind of personal mailbox service can be provided which, taking into account the principles of simplicity and clarity, ensures that electronically submitted forms can be viewed and downloaded in PDF format, and supports the consultation of messages, documents and decisions concerning the taxpayer and sent out electronically. Personal tax calendar The official website of the state tax authority assists taxpayers with several services. From the 2008 tax year onwards, there is a so-called “Personal Tax Calendar” service, with which the NAV assists taxpayers with information to be submitted