The Contact Center of Republic Inspections, which began operating in March 2020 with the aim of suppressing the grey economy, improving the business environment and continuing the reform of inspection supervision, has received more than 50,000 submissions from citizens and businesses to date. Of the total number of submissions received, 32% of them were addressed to Tax Inspection, and 10% to Market Inspection.
Statistical data in the first two years of operation of the Contact Center indicate its great efficiency during the state of emergency, enabling all possible irregularities to be reported in one place during the COVID-19 pandemic. This has facilitated the work of inspections, which carried a huge burden while performing their duties. In the period following COVID-19 pandemic, reports to the inspection authorities were most often related to the non-issuance of fiscal receipts, as well as the reporting of unregistered entities. In this way, the Contact Center has become one of the most important links in the fight against the grey economy and its suppression.
The largest number of Contact Center users have reported problems to the inspection bodies via email or by filling out a web form at https://inspektor.gov.rs/submission, while 33% of requests were sent by phone to the Contact Center’s phone number 011. 635.0.322. A total of 21% of submissions were received via voice messages, while 3% of problem reports came via the IVA chatbot, which is available on the website of the Coordination Commission for Inspection Supervision https://inspektor.gov.rs/.
Otherwise, the Contact Center of Republic Inspections receives submissions via web form and chatbot on the website of the Coordination Commission (inspektor.gov.rs), by phone, by leaving a voice message and by sending an email. The establishment of the Contact Center aimed to create a single place where citizens and business entities would be able to report instances of grey economy, unregistered entities and unfair competition, as well as irregularities in the work of inspectors and complaints about their work. The Contact Center provides great support to the republic inspections, given that, in most of these inspections, there are no contact centers for filing submissions, as well as to the inspections of Local Self-Government Units and Autonomous Provinces by forwarding a significant number of incoming applications which fall under their jurisdiction.
The Contact Center of Republic Inspections is part of the Public Administration Reform, the goal of which is to increase the quality of services offered by the State to its users, and was established by the Coordination Commission for Inspection Supervision of the Government of the Republic of Serbia. The Ministry of Public Administration and Local Self-Government provides professional and administrative-technical support for the work of the Contact Center, providing answers to the questions of interested parties, as well as forwarding submissions and requests to competent inspections. In addition to being a place for filing submissions in the field of inspection supervision and complaints about the work of inspectors, the Contact Center contributes to strengthening citizens’ trust in the inspection system, public administration and the rule of law.