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Ghana Revenue Authority launches customer care charter

The Ghana Revenue Authority (GRA) on Thursday launched its Clients Charter and Manual to improve customer service to both internal and external clients in a move to boost revenue collection.
Speaking at the launch, Mr George Blankson, Commissioner-General of the GRA said the launch of the Charter marked another milestone in the Authority’s modernization process, describing it as a social contract between it and the clients.
He said with the launch, the GRA was submitting itself to public scrutiny as the Charter contained the rights and obligations, core values and the standards against which the revenue administration would be assessed and measured.
“As a matter of priority, we need to re-think 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,” he said.
The Commissioner called for innovative ways to engage stakeholders, and obtain regular feedback for improvements in the quality of customer care delivery.
Mr Blankson said to re-invent itself and enhance its image, GRA needed to engage in the act of balancing competency and courtesy in service delivery.
“The attitude that we exhibit, the things that we say and the compromises that me make all impact directly or indirectly on the way our customers perceive us,” he said, adding that the GRA, must as a matter of priority, re-think the way its workers 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 said.
In a speech read for him, Mr Seth Tekper Minister of Finance, reminded the GRA that customer care was about building enduring relationships with the people and how to create mutual trust and respect.


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