ICF and the Zambia Revenue Authority (ZRA) worked on two projects which aimed to modernise the tax administration system in Zambia. This involved creating a more customer-oriented organization, educating taxpayers on tax regulations and improving their understanding of ZRA and its service. It also involved the implementation of an integrated system that allows for electronic tax administration processing.
The project set up a call centre and an integrated tax administration system was implemented, both allowing improved communication and services to tax payers.
As a result, 75% of all returns received by ZRA are now filed online. The filing, payment and processing of tax returns has gone from 10-16 days to within one day. Registering a taxpayer can now be done within a day instead of the previous 3 days.