State Revenue Office : a customer service focus towards improving taxation collection
Overview
This Report is on the way in which the State Revenue Office discharged its key revenue collection responsibilities. The overall conclusion drawn from the audit is that the Office has discharged the vast majority of its key responsibilities efficiently and effectively. Collecting the level of revenue required by the Government and the Office's ability to deal quickly with clients' objections are examples of good performance. In addition, the Office has achieved a high level of customer service. Commendable features relating to the way in which activities have been managed include: introducing a change program focusing on improving all aspects of the Office's operations to ensure the needs of present and future clients continue to be met; continuously improving the performance management framework with an emphasis on quality and best practice; and outsourcing of non-core functions, including information technology, to improve efficiency.