Online tax services - Zambians learn from Rwandans
May 21, 2013
A team from the Zambia Revenue Authority (ZRA) recently conducted a study tour of the Rwanda Revenue Authority (RRA), to learn about their online tax system.
RRA’s electronic tax system, which was launched in 2012, makes it possible for taxpayers to file their taxes through a secure online system and pay in person, online or through mobile money transfer. Co-funded by the Investment Climate Facility for Africa (ICF), the system has reduced the time it takes to process VAT and PAYE taxes from 23.5 days to instantaneous.
The ZRA is working with ICF to introduce online functions to its tax system, similar to those of RRA, and therefore saw a need to go learn from their Rwandan counterparts. The study tour focused on e-services, communication and change management.
The Zambians learned how Rwandans implemented the e-filing and e-payment services, how they communicated to taxpayers and other stakeholders about the new services that were going to be introduced, and how they worked with RRA staff to manage the new changes.
They also learned about the amount of training that was provided to several groups, including: RRA staff to ensure that they were comfortable with the new system, key stakeholders like tax consultants, taxpayers, and even internet café owners who were expected to help taxpayers who used their facilities to file their taxes online.
The visit was an eye-opener for the ZRA team who were able to learn from RRA’s experiences and are now in a better position to implement their own online tax system. The visit was funded by ICF and the Government of Zambia.
ICF is a keen supporter of knowledge sharing and encourages its projects to share experiences and best practices.