“Despite Covid 19 transforming our lives and order in the business environment. ZRA remains committed to giving exceptional customer experience to all its taxpayers”, ZRA Commissioner General Dr. Kingsley Chanda has said.
Speaking during the tour of the newly refurbished ground floor of revenue house in Lusaka Dr. Chanda said ZRA is dedicated to prioritising taxpayers by providing exceptional customer experience as they interact with the Authority both physically and online”.
Dr. Chanda said customer experience is critical for enhanced voluntary compliance resulting in sustained revenue growth for the Zambia Revenue Authority.
He added that a positive customer experience promotes loyalty, customer retention and improves brand loyalty.
The Zambia Revenue Authority has embarked on improving its services in order to provide better customer experience country-wide through initiatives such as opening customer service centres in Kitwe at ECL Mall, in Lusaka and also soon opening Umusonkho House in Chinsali.
In the first five months of the year 2021, ZRA has recorded positive revenue collections of K31.5 billion in gross revenue and refunded K4.2 billion as VAT refunds. The net collection, therefore, is K31.5 billion against a target of K24.2 billion thereby recording a surplus of 7.3 billion against the target.
This is heavily attributed to the customer-centric approach where systems have been improved to serve the taxpayers better.
The Authority has also set up a directorate of innovation that focuses on improving service delivery to taxpayers with various innovative ideas, products, and services being channelled out daily. This is both process and product innovation meant to streamline service delivery for all taxpayers countrywide.