Increasing Taxpayer Compliance and Reducing Compliance Costs

Apr 21 – 28, 2020 CEF Online Learning Campus No Fee
Apr 20, 2020

The event was planned to be delivered in Prishtina, Kosovo. In light of the recent developments linked to the Covid-19 outbreak, we have taken the decision to deliver this learning initiative online. Thank you for your understanding and if you have any questions, please feel free to contact us at any time.

How will you benefit

This online course aims at improving taxpayer services in a dialog with the taxpayers.

The attention will be paid to voluntary compliance. If we want to increase the voluntary compliance, the taxpayers must have the necessary information and support to voluntarily comply at a reasonable cost to them.  Participants will discuss  how tax administration could promote voluntary compliance and public confidence in the tax system (adopting a service-oriented attitude toward taxpayers, ensuring that taxpayers have the information and support they need to meet their obligations and claim their entitlements under the law). 

Danish and Dutch case will be shared.

Participants will also discuss how digitalization of tax procedures and processes can impact taxpayers’ compliance. They will debate how the development of e-services can change the processes of filing, registering and returning taxes; taking an inventory; centralizing and standardizing procedures, streamlining processes, and collaborating with all leaders across functions.

Albanian and Kosovar experience will be shared. ​ 

What will you learn

Following toopics will be discussed: 

  • Providing taxpayers with information through a variety of user-friendly products
  • Customizing information to meet the specific needs of taxpayer segments
  • Delivering cost effective services through means convenient to taxpayers.
  • Traditional service delivery methods
  • Digitalization and e-services
  • Collaborating with all leaders across functions


  • Steffen Normann Hansen, CEF Associate Fellow and former IMF Tax Administration Reform Advisor for South East Europe
  • Vasilika Vjero, Deputy Minister of Finance, Albania, former Director General of Tax administration, Albania
  • Kees van Dongen, Tax and Custom Administration of the Netherlands
  • Rifat Hyseni and Sami Salihu, Tax Administration of Kosovo

Who should attend?

The online course is designed for heads and personnel of tax payer service units.

This online course will be delivered through the CEF Online Learning Campus. The envisaged workload for the participants is about 1.5-3 hours per week. It will feature two online webinars to exchange knowledge and experience (each about 1-1.5 hrs), as well as self-paced study of learning resources and peer-to-peer discussion.


This learning initiative was supported by:

Ministry of Finance, the Netherlands Slovenia's Development Cooperation Ministry of Finance, Slovenia
Tax Administration, Kosovo