DG REFORM has been supporting the Independent Agency for Public Revenue in Greece in consolidating the collection function in a model collection centre. The support has focused on:
- mapping and revising existing collection processes;
- introducing lean management techniques in debt collection;
- advising on modern behavioural approaches.
The project produced a new set of practices and tools as well as increased capacity in collection operations. The project is expected to stimulate the modernisation of procedures across the Independent Agency for Public Revenue in line with best practices and to contribute to a change of working culture.