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Customer Centric Approach Of Federal Inland Revenue Service And The Future Outlook Of The Service

…An Exposé by the Special Adviser to the Executive Chairman of FIRS on Customer Centricity, Yeye Adesola Oyinloye-NDU

The appointment of Dr. Zacch Adedeji Ph.D as the Executive Chairman of the Federal Inland Revenue Service (FIRS) Nigeria brought to light, the adoption of a more customer-centric approach.

This involves prioritizing the needs and experiences of internal and external customers of the service which include the staff and taxpayers respectively, in its operations and service delivery.

Some of the initiatives undertaken by FIRS to enhance its customer focus include:

Capacity Building:
Continuous training and re-training of FIRS staff to ensure efficiency in customer service and policy implementation. Furthermore, Institutional strengthening, to improve internal processes and reduce administrative delays.

Taxpayer Education and Engagement:
FIRS conducts regular workshops, and public awareness campaigns to educate taxpayers on their rights and obligations, as well as the various tax-related processes and procedures. The service also prepares memos to educate taxpayers and the general public on any newly introduced changes in the tax laws.

Digitization and Automation of Services:
Introduction of the TaxPro Max platform which enables taxpayers to register themselves, file, and pay taxes online seamlessly without having to visit the tax offices.
The service also deploys various digital channels for communication, such as dedicated customer service line, emails, and online platforms to resolve inquiries and complaints promptly. The service also introduced mobile applications, Improved website, introduction of the USSD code and social media platforms to provide taxpayers with easy access to up-to-date information and assistance.

Taxpayer Advocacy Services:
Establishment of taxpayer service desks as well as Taxpro Max desk in offices nationwide to provide guidance and personalized assistance to the taxpayers.
FIRS also partners with professional bodies and associations for feedback on policies and to improve service delivery.

Simplified Tax Processes:
Continuous reforms to simplify tax filing and payment processes. FIRS also offers incentives such as extension of filling due dates and palliatives on interest & penalty. FIRS also partners with the appropriate agencies on tax waivers and holidays for certain sectors to encourage voluntary compliance.

Responsive Policy Adjustments:
Regular review of tax laws and policies to align with economic realities and global best practices and the introduction of dispute resolution mechanisms to handle conflicts amicably.

Focus on taxpayer satisfaction: FIRS has been conducting regular surveys and feedback mechanisms to gauge taxpayer satisfaction and identify areas for improvement in its service delivery.
While FIRS has made a significant progress in its customer-centric approach, there is still room for further improvement.
Despite the challenges, the future outlook for FIRS’s customer-centric approach appears promising.
The agency has demonstrated a commitment to continuous improvement and is actively seeking ways to enhance its service delivery.
As FIRS continues to invest in technology, improve its processes, and educate taxpayers, it is expected to become an even more efficient and taxpayer-friendly organization with at least 90% compliance in the nearest future
Additionally, the Nigerian government’s ongoing efforts to improve the overall business environment in the country are also expected to benefit FIRS’s customer-centric approach.
By creating a more conducive environment for businesses to operate, the government can encourage voluntary tax compliance and reduce the need for aggressive tax collection measures. Some of the future outlook are highlighted below;

Enhanced Technological Integration:
Introduction and enhanced use of Artificial intelligence (AI) & data analytics tools to track, and predict tax trends. Furthermore, broader adoption of blockchain technology to enhance transparency and to reduce fraud within the service.

Focus on Voluntary Compliance:
FIRS focus on increasing voluntary compliance through taxpayer trust by way of consistent service delivery, transparency, and incentives for prompt payments. Also by promoting self-service systems that empower taxpayers to independently handle their tax matters.

Global Alignment and Collaboration:
Strengthening partnerships with international organizations like the OECD for capacity building and adherence to global tax standards, and expansion of Nigeria’s participation in initiatives like the Automatic Exchange of Information (AEOI) to combat tax evasion.

Increased Revenue Mobilization:
Broadening the tax net by incorporating the informal sector and gig economy into the tax system.

FIRS, in conclusion, is therefore, steadily transforming into a customerr-focused organization by leveraging technology, engaging stakeholders, and improving service delivery.
As the global economy evolves, the service is poised to play a critical role in ensuring Nigeria’s fiscal sustainability while fostering an environment where taxpayers feel valued and motivated to comply voluntarily. With continued commitment and innovation, FIRS is poised to become a leading tax administration agency in Africa, providing efficient, transparent, and taxpayer-friendly service.

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