Annual development of FS call center performance comparing the years 2014 to 2024. Providing information to tax subjects via 3 main information channels: mail (Live Agent), phone calls (call center) and chat (Live Agent). The number of prepared submissions of entities in individual years is influenced by the adopted legislative changes and their impact on the fulfillment of tax obligations. At the time of major legislative changes, the number of inquiries increases significantly. In 2021, the increase in demand was influenced by the MFSR vaccination lottery project, during which the FS Call Center provided massive support to citizens who participated in the vaccination lottery. In 2022, we covered support for seniors who were paid a vaccination bonus for completing the Kovid vaccination.

The decrease in filings in the month of March 2024 compared to March 2023 was caused by a decrease in the number of extended working hours beyond the normal working day, which is between 8:00 a.m. and 4:00 p.m. The reason was also the fact that the number of deferred tax returns increased and the fact that tax subjects dealt with their tax obligations continuously from January and thus did not save tax filings for the last days of March. Likewise, the decrease in the number of completed filings at the FS Call Center for income tax compared to other years was influenced by established income tax legislation

The number of prepared submissions of entities in individual years is influenced by the adopted legislative changes and their impact on the fulfillment of tax obligations. At the time of major legislative changes, the number of inquiries increases significantly. In 2024, no major legislative changes were adopted, which was significantly reflected in the number of resolved requests from tax subjects compared to previous years.