Survey shows improved performance, but more to be done to meet higher service expectations through the new E-Tax System

Kampala, Uganda, April 2010 – AH Consulting (AHC) today announced the completion of the 2^nd Client Satisfaction Survey of Uganda Revenue Authority following the dissemination of the results by the revenue body. The survey which has become a hallmark of the tax agency’s assessment of its interventions in improving service delivery was being conducted for a second time after 4 years, the earlier survey having equally been undertaken by AH Consulting.

Speaking after the press conference called by URA to release the results of the survey, Mr. Paul Kyeyune the Corporate Affairs Manager at URA was pleased with the results of the survey, but noted that further work is required to improve client satisfaction. “This survey shows improvement in perception from 59.19 % 4 years ago to 68.03 % today, and improvement in satisfaction from 38.29 % 4 years ago to 66.90% today. We are satisfied with the results. We acknowledge further improvements are required in stablising the e-tax system and following the acquisition of more servers and other equipment, improvements are expected in client service satisfaction”. On the partnership with AHC, Mr. Kyeyune had this to say - “We partnered with AH Consulting to deliver this 2^nd client satisfaction survey and we are satisfied with the quality, coverage and results of the survey”.

The survey which was conducted countrywide covered all the revenue districts of Uganda, sampling 970 tax payers in the satisfaction category and 1,420 presumptive tax payers in the perception category. The survey for the first time covered internal customers sampling URA staff from all departments as part of the assessment. “The methodology, the sample selection, the synthesis especially the attribution process of the intervention by URA in improving service delivery were critically chosen to determine overall satisfaction and perception”  said Mr. Cuthbert Kagabo, the Chief Executive Officer of AH Consulting. The survey identified challenges and improvements which clients expect of the Uganda Revenue Authority, indicating that further improvements are expected in service delivery. 

Satisfaction survey’s of the type undertaken by Uganda Revenue Authority continue to be an instrument of assessing service delivery by public institutions determined to achieve continuous improvements in service quality across different processes and service offerings. Measuring performance enables an organization to determine the results of the service intervention efforts, and identifies corrective measures to address client concerns that are essential to achieve the desired service outcomes.

About AH Consulting

AH Consulting (AHC) is an Africa based results consulting firm, operating in over 10 countries across the continent and providing technology, management and engineering consulting services to clients in different sectors of the economy.  With over 120 staff, AHC delivers world class technology solutions, engineering and management consulting services, working with world class industry experts. For more information on AH Consulting and its services and products, please visit the website at www.ahcul.com or contact:

About Uganda Revenue Authority

For more information on Uganda Revenue Authority, please visit the website at www.ura.go.ug or contact: