The Ghana Revenue Authority (GRA) is seeking to reconnect more with taxpayers through its newly introduced customer service manual and client charter to improve revenue generation.
Taxpayers and others who deal directly with personnel of the GRA are, therefore, to expect better reception and prompt action on their request and enquiries at all GRA offices across the country.
Speaking at the launch of the manual in Accra yesterday, the Chief Executive Officer (CEO) of the GRA, Mr George Blankson, announced that the two innovations were part of the authority’s modernisation strategies towards reaching out to its clients.
He said the GRA recognised today’s dynamic business environment and was consequently taking measures to adjust to the system.
He said the customer was now more discerning and could no longer be taken for granted, adding that “the environment in which business operates has changed in ways that we never imagined a few decades ago.
Accorgingly, Mr Blankson said there was the need for GRA staff to rethink the way they related to, or worked with the people and institutions.
Mr Blankson said, “if we are really determined to create a transformational revenue authority, then we need to constructively engage our stakeholders and place them at the cutting edge of our operations”.
The manual and charter, he said, placed an onerous task on GRA personnel, who were expected to provide exceptional service, and urged them to demonstrate their commitment by doing all that was contained in the manual.
Finance Minister
The Minister of Finance and Economic Planning (MoFEP), Mr Seth Terkper, commended the GRA for the initiative.
“Clearly, the decision to develop and launch a customer care charter and manual attests to the fact that the modernisation programme is on course,” he said.
He expressed the hope that the standards set in the manual were achievable as personnel of the GRA would be measured against such standards.