Improvement and Expansion of Taxpayer Service Center IT Services

This contract focuses on enhancing the overall experience of taxpayer services and upgrading all related information systems and tools of the Taxpayer Service Center (K.E.F.) of the Independent Authority for Public Revenue. The improvement will be achieved through a unified omni-channel service system, which will serve as a hub for collecting and transferring information across various service channels (online portal, digital assistant, mobile application, telephone service, etc.). This omni-channel approach allows taxpayers to utilize one or more communication channels with the Independent Authority for Public Revenue and its local tax offices and customs. Additionally, all technological infrastructures related to taxpayer services at K.E.F. will be upgraded to enhance the services provided by the existing Taxpayer Service Center. The project costs will be covered by the Public Investment Program, under code 2022TA05100013. This contract is funded by the European Union – NextGeneration EU, as part of the National Recovery and Resilience Plan "Greece 2.0" (Action code: 16291 / Axis 4.1) and by national resources through the Public Investment Program, based on the Inclusion Decision No. 144844/EX-2022/06-10-2022. The budget for the project amounts to €22,000,000, including 24% VAT. This expenditure pertains to the funded portion of the project and will be charged to the relevant budget. There is a possibility of activating an option right if justified by the needs of the contracting authority, which can amount to €4,860,800, including VAT. The maximum annual cost for maintenance services, software updates, and licenses cannot exceed 10% of the initial contract's work packages. The total maximum cost for these services over five years is €3,920,000, excluding VAT.