The Ghana Revenue Authority (GRA) has inaugurated a state-of-the-art two-story Information Technology Training Centre in Tema, funded by KFW German Bank for Development.
Launched in 2021, this IT Centre aligns with GRA’s objective to modernize tax compliance and digital processes.
The commissioning event also marked the beginning of a three-day service enhancement training program for 60 front-line GRA staff, primarily from the Customs Division and the Domestic Tax Unit.
This training was conducted in collaboration with partners including the UK Government and the United Nations Development Programme (UNDP).
Deputy Finance Minister Dr. Alex Apaabeng, who officiated the opening, emphasized the GRA’s commitment to adopting a customer-centric approach in its client interactions. He acknowledged the need to adapt to global changes.
Dr. Apaabeng highlighted that their efforts to improve service delivery have garnered support from significant partners such as the World Bank and PFW. He remarked that the training provides a valuable opportunity for staff to enhance their specialized skills, which is crucial for improving the taxpayer experience. Drawing from his own expertise as a taxpayer and tax professional, he noted that effective training is essential for boosting compliance and encouraging voluntary adherence to tax obligations.
“When we are equipped to understand these things, that’s when we are able to translate it into a good tax-payer experience to enhance our service. Taxpaying is a very difficult task, but once the taxpayer is educated, feels respected, and is able to assess what their taxes are used for, then voluntary compliance is enhanced, and I believe this very training will help us achieve that.”
He explained that improved voluntary compliance lowers costs for both the tax enforcement agency and taxpayers regarding compliance expenses. He emphasized that the training would provide staff with essential skills to enhance service delivery.
He encouraged GRA front-line staff to maintain professionalism in their interactions with customers, noting that this greatly influences customers’ decisions to comply with tax regulations.
“So, I entreat you all to take this training seriously and give it all the necessary attention it deserves while we update ourselves in the service delivery to shape our country.”
The Deputy Finance Minister remarked that while Ghana’s tax-to-GDP ratio of 14 percent is commendable given the operational challenges faced by the authority, there is still significant room for improvement as a middle-income economy, especially compared to other African countries that achieve rates around 20-21 percent.
The Commissioner-General of GRA, Ms. Julie Essiam, stated that the purpose of the training is to enhance staff professionalism in line with the authority’s fourth strategic plan, which aims for excellence in service delivery to taxpayers.
Ms. Essiam highlighted that the concept of customer centricity has become a guiding principle for tax authorities globally, including the USA.
She emphasized that this training will be foundational in the GRA’s journey to transform its engagement with taxpayers through a more collaborative approach.
“It’s not only about imparting knowledge but also embedding the cultural excellence that will sound through every layer of the GRA because the effectiveness of the tax system hinges loudly on those that we service,” she added.
Lead Advisor and Senior Programme Manager for the Ghana Revenue Programme by the UK Government, Mr. Elorm Segbefia, shared that his organization is collaborating with the GRA on two key areas: tax policy and revenue administration.
He explained that the goal is to help the GRA adopt a customer-centric approach, utilizing customer behavioral analytics to anticipate needs and enhance the overall experience.
Mr. Segbefia expressed optimism about the upcoming GRA customer survey, expecting to see improved service delivery reflected in the results, which should lead to increased voluntary tax compliance and revenue generation.