He noted that part of the increase in debt is due to the expansion of the tax base and the exit of the economy from the shadow sector.
“Nevertheless, we must acknowledge that in some areas, the work on tax collection is not sufficiently effective. In 2026, we will focus on prioritizing the collection of amounts that are actually collectible, improving the level of debt analytics, and establishing personal responsibility for managers regarding results,” he emphasized.
Almambet Shykmamatov also highlighted the importance of issues related to the functioning of information systems and the official website of the STS. “If a taxpayer cannot quickly find the necessary information or use the system, it indicates that the system is not working for them. We need to change digital services based on real-life situations, not on the internal structure of the agency,” he added.
The head of the STS also addressed the problems existing in the tax sphere.
“In 2026, we will begin implementing a unified competency assessment system, forming a valid personnel reserve, and strengthening personal responsibility for managers regarding the quality of their teams' work. The tax service should become a space for professional growth, not just a place of service,” he stated.
“The second significant challenge is the use of digital technologies. Despite the implementation of many software modules, some of them are used only formally, rather than as tools for management, analysis, and decision-making. Digitalization without managerial discipline becomes mere imitation. In 2026, we will strictly link the use of analytical and digital modules to the KPIs of managers, eliminating duplicative manual processes and using electronic trails as an element of managerial control,” he added.
The third problem is the insufficient analytical culture. “Analytics often boils down to simple statistics, rather than forecasting, identifying risks, and searching for reserves. This is unacceptable for a modern tax service. We must transition to risk-oriented and sectoral analysis, where numbers serve as the basis for managerial decisions, not just as an appendix to a report,” Shykmamatov emphasized.
He also highlighted the importance of the quality of taxpayer service and adherence to service ethics.
According to him, the number of justified complaints remains high.
“Behind formal expressions often lies a lack of explanatory work and, in some cases, improper communication with taxpayers. This undermines trust more than any fiscal measures. In 2026, we will enhance the service model, implement unified service standards, and make feedback from taxpayers an important element in evaluating the work of employees and managers,” he added.
“There are also questions regarding the training system. Formal classes that do not yield practical results do not meet modern requirements. We are moving to practice-oriented training with mandatory assessments of knowledge retention and control over their application in real work,” concluded the head of the STS.
