URA Commissioner General, John Musinguzi Rujoki
The Commissioner General of the Uganda Revenue Authority (URA), John Musinguzi Rujoki, has said excellent service delivery leads to customer satisfaction.
Speaking on day two of customer feedback during the ongoing customer appreciation on Thursday, Musinguzi said that his finding is that excellent service and customer satisfaction go hand in hand.
“I have interestingly been trying to understand the pattern between high compliance levels and customer satisfaction and I have found that the two must go hand in hand. You can’t run with one and leave the other. Therefore, as an Organanization, we are deliberately going to encourage our taxpayer compliance by giving them a good service that will leave them satisfied, that will leave them with no option but to try and pay their fair share of tax,” Musinguzi said.
He added: “We appreciate you for paying your taxes, but also to appreciate you for your compliance and commitment in this journey of transforming our nation and making it self sufficient. Your collective mission to the development for national development.”
Under the Service Excellence Taxpayer Appreciation Program, the Taxman honors and celebrates the most complaint taxpayers.
“As we celebrate you, we also want to reaffirm you and also ensure you of our commitment in this client value promise that we shall continue to offer you simplified, timely, reliable, convenient revenue services anywhere anytime at the minimal cost possible. This means that you should expect a consistently high quality service, characterized by ease of access to all our service points. Simplified business processes, a high-level of transparency, integrity, and timely feedback in resolution of issues. With the feedback, we have progressively made enhancements to our Service Platforms and processes. This include our recently upgraded web portal, the new web forms the enhanced ledgers and the new communication platforms like the call centre,” Musinguzi said.
According to the URA CG, “We can only transition from the state we are in now to a service-oriented organization by listening to keenly to your feedback and ideas on how we can improve our service offering.”
“We have invited the taxpayers, who may have any outstanding issues with us as an Organization, whether it is an assessment that you think is not accurate or fair, whether you think it is a tax dispute that has lingered on for so long, whether it is a miscommunication that has been coming to your mailbox asking you for information that you know nothing about, whatever it is that any economic player or citizen in this country has been struggling with, this is the week to resolve it.“
This week, he added, “launches us into the phase of solving our taxpayer issues.”
“I pray and hope that by the end of this week, we will receive more testimonies of people, whose problems have been solved during this week.”
But significantly, the URA CG said, “we are launching into a new transformation of URA.“
“We have to be customer-centric in whatever we do. We will not only give you excellent services during this week. We will continue to give you excellent services in the weeks ahead and in the journey ahead,” Musinguzi added.
The engagement with the taxpayers comes, as the URA positions itself to collect nearly Shs 30 trillion as revenue in the 2023/2024 Financial Year.
