category: improving transparency, the delivery of services for taxpayer service united nations...
TRANSCRIPT
Category:
“Improving Transparency, the Delivery of Services”
for “Taxpayer Service”
United Nations
Public Service Award
2007
United Nations
Public Service Award
2007
UN HQ Vienna
June 2007
1975-1990: The Lebanese war seriously damaged Lebanon's economic infrastructure.
Immediately following the end of the war, there were extensive efforts to revive the economy and rebuild national infrastructure.
The ability of the Ministry of Finance to deliver on its mandate was severely challenged. The strategy to face this challenge consisted of adopting a comprehensive and integrated reform program to re-haul its operations.
Taxes established by
laws are applied by the Tax
Administration in the Ministry
of Finance
Lebanon is a centralized
country: the power to levy taxes is held by the parliament
Indirect Taxes:VATStamp DutyExciseOthers
Direct Taxes:Income Tax
-Personal Income Tax -Corporate Income Tax-DASS-Capital Gain
Built Property TaxInheritance Tax
Organizational chart of the Tax Administration
Regional Offices
VAT Directorate
General Directorate of Finance
Revenues Directorate
Ministry of Finance
Regional office
Regional Office
Taxpayer services
ComplianceData
processing Audit Objection
Collection follow up
Other Taxes
�Audit Control
Administration
Satellite offices
2-Mount Lebanon
2
1-Beirut1
3-North Lebanon
3
8-Baalbek- Al Hermel
8
6-Nabatieh6
7-Akkar
7
5-Bekaa
5
4-South Lebanon 4
Strategy
Structure Systems
Tax Reform ProgramTax Reform Program
Skills
Style
Staff
Shared values
Modern and innovative Tax Administration able to anticipate and respond to external and internal changes
Efficient organization with function-based HQ & operational offices
Business process reengineering (BPR) & Automation
Qualified & skilled Human Resources
Taxpayer Service & “Customer Value” Culture
Continuous capacity building of distinctive competences
Full commitment to the modernization plan
Strategy
Structure
Systems
Staff
Style
Skills
Shared Values
Promote and facilitate voluntary compliance:Inform and educateProvide high-quality responsive servicesStreamline processes and procedures
Promote a new image of the Public Administration:“Customer Focus” cultureIntegrity and accountabilityConfidence in the Government and its modernization programTransparency and credibility
Reengineering & modernization of the existing systems and processes
Simplifying tax returns
Developing tax guides & other communication material informing taxpayers of their rights & obligations
Continuous dissemination of information on new developments through media channels
Improving staff skills and professionalism, enhancing the working environment and strengthening management controls
Improving working tools for the fast and reliable delivery of services
Minimizing the personal contact with taxpayers through the use of regular mail and electronic tools to process their operations and inquiries
Developing a business continuity plan to ensure sustainability of operations in risk situations
Creation of an exhaustive and user-friendly website constantly updated
Simplifying tax laws for fair, equitable and transparent application
2002: VAT2005: LTO2006: All Regions
2007-2008:Gradual implementation of Satellite offices (proximity counters)
Filing exclusively by mail
Payment exclusively through banks
Specified due dates for all transactions
Automated document tracking for taxpayers’ enquiries
Expansion of mail services enabling taxpayers to process their transactions by mail and receive the result at specified address
Introduction of e-services enabling taxpayers to file and process their tax transactions through the web
Launching of a 24/7 call center to provide “around the clock” services for all taxpayers’ enquiries
Instant communication by e-mails with taxpayers
Continuous update and publishing of information on the website
Distribution of guides, bulletins, newsletters and brochures
Delivery of conferences, seminars and workshops aimed at increasing taxpayers awareness and education
Taxpayer Services
1,292818Incoming calls
7,94011,344Visits to Taxpayers Services Department
8,0896,158Incoming calls
1,0751,548Visits to Taxpayers Services Department
Pre-defined duration by typePre-defined required documentsResponse/result sent to taxpayers
Multiple visits with no assigned time for completion
Transactions that need further investigation
Immediate3 daysTransactions’ processing time
Duration/ NumberDuration/ Number
20062005
VA
TL
TO
•Higher voluntary compliance rate
•Reduced number of cases of disputes
•Increased revenues collection
•Updated taxpayer database
Thank You