The Uganda Revenue Authority (URA) has undertaken a significant initiative to bolster the professionalism of its field officers. These officers, integral to the special revenue mobilization project, recently underwent comprehensive training sessions aimed at enhancing their public relations skills and overall approach to client interaction.
Led by communications specialist Sebaana Harriet, the half-day session held in Ssendaula focused on instilling key practices essential for effective client engagement. Participants were urged to embrace active listening, employ clarification techniques, and foster collaborative problem-solving approaches when interacting with taxpayers.
Addressing the gathering, Sebaana emphasized the importance of client-centric service delivery, stressing the need for proactive conflict resolution and robust reputation management strategies. She underscored the critical role that consistent and deliberate communication plays in shaping public perception and ultimately influencing tax collection outcomes.
The training session also delved into the intricacies of Value Added Tax (VAT), an indirect tax levied on consumption. Supervisor Jim Kagolo provided detailed insights into VAT principles, urging staff members to continually educate themselves on tax-related matters to better serve taxpayers.
Jim emphasized the significance of maintaining composure and professionalism, especially in challenging situations. He encouraged officers to refrain from reacting defensively to angry clients, instead advocating for a measured, respectful response grounded in thorough understanding and evidence-based decision-making.
Furthermore, Jim highlighted the importance of contextual understanding, advising field staff to familiarize themselves with the intricacies of taxpayers’ businesses before issuing assessments or penalties. By prioritizing comprehension over monetary figures, officers can ensure fair and accurate taxation practices that align with URA’s mandate of fostering compliance while facilitating economic growth.
According to the URA Spokesperson, the training initiative underscores URA’s unwavering commitment to fostering a culture of excellence and accountability within its workforce.
He added that by equipping field officers with the necessary skills and knowledge, URA aims to elevate taxpayer service standards, ultimately contributing to a more efficient and transparent tax administration system in Uganda.
