As part of initiatives to enhance its revenue collection mandate, the Ghana Revenue Authority has launched its Clients Charter. This would also improve the customer service of the Authority.
Commissioner-General of the Authority, George Blankson said the introduction of the Charter, “represents an important milestone in the GRA modernization process because it signifies the signing of a social contract between the GRA and our clients and other stakeholders.
“With the launch of the charter and manual, GRA is submitting itself to be held accountable for its actions. This is because the charter contains the rights and obligations of our clients; our core values and the standards against which our performance as a revenue administration will be assessed and measured. It is our pledge that GRA will live up to these standards.’’
The Commissioner bemoaned the state at which quality customer care delivery seems to be relegated to the background in the public sector.
“Indeed, customer care issues only crop up in public institutions when they are facing serious challenges or crises that require urgent attention, it is not therefore surprising that customer care is often treated as a residual activity,” a situation he said, “stems from a gross misconception of customer care which has been a bane of most public sector organizations.”
Mr. Blankson charged institutions to take another look at the way the carry out their customer service mandate.
“As a matter of priority, we need to rethink the way we relate to or work with the people and institutions with different mandates. If we are truly 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. By so doing we will be creating a disciplined, client-oriented and a business-friendly authority: this is what excellent or exceptional service delivery is all about’’ he stated.
The launch brought together the various revenue collection agencies and who were taken through the rudiments of the charter.