He noted that the increase in debt is partially related to the expansion of the tax base and the exit of the economy from the shadow sector.
“However, it must be acknowledged that in some areas, tax collection measures are not achieving the desired results. In 2026, we will focus our efforts on the effective collection of amounts that are actually collectible, as well as on enhancing debt analytics and personal accountability of managers for their performance,” he added.
According to Shykmamatov, even technical aspects such as the operation of information systems and the official STS website are crucial for building trust. If taxpayers encounter difficulties in finding the necessary information or using the system, it indicates that it does not meet their needs. “We need to restructure our digital services with a focus on real-life situations, rather than the internal structures of the agency,” he emphasized.
The head of the STS also addressed a number of issues in the field of taxation.
“In 2026, we plan to implement a unified competency assessment system, create a real personnel reserve, and increase the personal accountability of managers for the quality of their teams' work. The tax service should become a place for professional growth, not just a place of service,” he noted.
Another important task is the active use of digital tools. Although numerous software modules have been implemented, many of them are used formally, not as management tools, but merely for reporting. “Digitalization without proper management discipline becomes mere imitation. In 2026, we will strictly link the use of analytical and digital tools to the performance indicators of managers, eliminating duplicative manual processes and applying electronic tracking as a control element,” Shykmamatov added.
However, there is also a third problem — an insufficient level of analytical culture. “Analytics often boils down to simple statistical data, rather than forecasting, identifying risks, and seeking reserves. This is unacceptable for a modern tax service. We must transition to risk-oriented and sectoral analysis, where numbers become the basis for management decisions, rather than just an addition to reports,” he emphasized.
Shykmamatov also highlighted the quality of taxpayer service and service ethics.
According to him, the number of justified complaints remains high.
“Often, behind formal phrases lies a lack of explanatory work and inappropriate communication, which undermines trust more than any tax measures. In 2026, we plan to strengthen the service model, establish unified service standards, and make feedback from taxpayers an important aspect of evaluating the performance of employees and managers,” he noted.
There are also issues with the training system. “Formal classes that do not lead to practical results do not meet modern requirements. We will move to practice-oriented training with mandatory testing of acquired knowledge and monitoring of its application in real work,” the head of the STS concluded.
