The Ghana Revenue Authority (GRA) has reaffirmed its commitment to taxpayer-focused reforms through innovation and digitalisation to enhance compliance and revenue mobilisation.
This assurance was made at the second Customer Experience Conference in Accra, held on the theme: “Transforming Service Delivery for Impact and Growth.”
The event brought together senior officials, staff, and partners of the Authority to deliberate on strengthening customer service in revenue administration.
Speaking on behalf of the Commissioner-General, Brigadier General Glover Ashong Annan, Commissioner, Customs Division, said the GRA was determined to place taxpayers at the centre of its reforms.
“Delivering quality service is not merely an operational requirement but the very essence of our mission,” Brigadier General Annan said.
“We are embracing digitalisation as a cornerstone of service delivery, with initiatives such as Online Filing and Payment, E-VAT, Faceless Audits, and Electronic Tax Clearance Certificates to simplify processes for taxpayers,” he added.
Brig. Gen. Annan indicated that a new Modified Taxation Scheme was being rolled out to ease registration, filing, and payment, particularly for micro, small, and medium enterprises.
The Authority, he said, is also expanding taxpayer service centres, digital service points, and contact centres to improve accessibility.
Dr Alex Adomako-Mensah, Commissioner, Support Services Division, emphasised that transformation went beyond new tools and required a cultural shift in how the GRA engaged with taxpayers.
He outlined three key principles to guide the Authority’s service culture: professionalism, a people-first attitude, and empathy.
“When our customers are satisfied, the nation grows,” he added, urging staff to build meaningful partnerships with taxpayers beyond enforcement.
Mrs Birago Antwi-Agyei, Assistant Commissioner, Customer Experience, highlighted the role of technology in driving compliance and service delivery.
“Nobody likes paying taxes, but our role is to ensure the process is not burdensome. By leveraging digital platforms, we aim to make tax compliance simple, transparent, and customer-friendly,” she said.
Mrs. Antwi-Agyei noted that the second phase of the conference included a practical workshop to equip GRA managers with tools to embed customer-focused service within their units.
While tax collection is underpinned by law, she said the human element must remain central.
Mrs. Antwi-Agyei also called on the media to support the Authority by positively projecting its work, fostering collaboration with taxpayers, and strengthening public trust.
Source: GNA
Source: ghanabusinessnews.com
