On 27 October, at the culmination of the first GDT senior management workshop of the “Customer Experience Management” program being implemented under project sponsorship with assistance from Human Fortis, the twenty-four senior management staff of GDT agreed to re-state their institutional mission as:
“The Mission of the National Taxation Authority is to supervise the implementation of the taxation legislation of Mongolia and make the taxation authority as a law implementing agency based on the state-of-art infromation technology with trust of taxpayers and with open, smooth, transparent and fair operation.”
The senior management workshop came on the heels of the diagnosis and assessment that Human Fortis conducted as part of its four-month customized program on “Customer Experience Management.”
The purpose of the initial assessment was to analyze communication and organizational issues and mistakes related to communication and customer service. The assessment included direct observation in tax office queues and tax inspectors in various tax offices throughout Ulaanbaatar, including the Bayangol, Chingeltei and Sukhbaatar offices during both non-peak and peak times for submitting tax reports. During direct observation, Human Fortis identified several interpersonal communication, organization, workflow and queue management issues that are likely to cause overall poor taxpayer relations.
Historically, Mongolia’s tax collections have suffered because of tax evasion and the prevalence of the “shadow” or informal economy. New taxpayers are often reluctant to register or approach tax inspectors with questions about registration as the prevailing public perception of tax inspectors is that they unhelpful or critical.
To support GDT in its efforts to enhance customer service and improve taxpayer relations, EPRC engaged Human Fortis, a Mongolian consulting company established in 2001 that specializes in human resource consulting, trainings and workshops on communication management, customer service and personal development.
During the workshop Human Fortis presented its methodology for addressing the identified issues and proposed solutions. GDT leadership discussed and agreed on overall program goals, schedules and solutions proposed, including the use of standard scripts for expressions of greetings to use in tax offices during transactions, as well as the revised mission statement that includes trust, transparency and fair operations.
Following the workshop with management, Human Fortis will finalize curriculum for the follow-on workshops with GDT department heads and inspectors based on the Customer Experience Mission Statement and the standard expressions to use during transactions established at the management workshop. The current plan is to facilitate three two-day workshops throughout November for Ulaanbaatar-based department heads and two separate workshops for aimag department heads. During three months following the workshops, Human Fortis will continue direct observation to monitor and examine changes in behavior and customer relations and conduct monthly meetings with GDT management to discuss employee progress, improvement in customer relations and to suggest, give advice and address any problem areas.
The project will continue to support GDT’s initiative to improve customer service and taxpayer relations as a potential case study to improve GoM agencies’ relations with the public and become more service oriented and customer focused.
“The Mission of the National Taxation Authority is to supervise the implementation of the taxation legislation of Mongolia and make the taxation authority as a law implementing agency based on the state-of-art infromation technology with trust of taxpayers and with open, smooth, transparent and fair operation.”
The senior management workshop came on the heels of the diagnosis and assessment that Human Fortis conducted as part of its four-month customized program on “Customer Experience Management.”
The purpose of the initial assessment was to analyze communication and organizational issues and mistakes related to communication and customer service. The assessment included direct observation in tax office queues and tax inspectors in various tax offices throughout Ulaanbaatar, including the Bayangol, Chingeltei and Sukhbaatar offices during both non-peak and peak times for submitting tax reports. During direct observation, Human Fortis identified several interpersonal communication, organization, workflow and queue management issues that are likely to cause overall poor taxpayer relations.Historically, Mongolia’s tax collections have suffered because of tax evasion and the prevalence of the “shadow” or informal economy. New taxpayers are often reluctant to register or approach tax inspectors with questions about registration as the prevailing public perception of tax inspectors is that they unhelpful or critical.
To support GDT in its efforts to enhance customer service and improve taxpayer relations, EPRC engaged Human Fortis, a Mongolian consulting company established in 2001 that specializes in human resource consulting, trainings and workshops on communication management, customer service and personal development.
During the workshop Human Fortis presented its methodology for addressing the identified issues and proposed solutions. GDT leadership discussed and agreed on overall program goals, schedules and solutions proposed, including the use of standard scripts for expressions of greetings to use in tax offices during transactions, as well as the revised mission statement that includes trust, transparency and fair operations.
Following the workshop with management, Human Fortis will finalize curriculum for the follow-on workshops with GDT department heads and inspectors based on the Customer Experience Mission Statement and the standard expressions to use during transactions established at the management workshop. The current plan is to facilitate three two-day workshops throughout November for Ulaanbaatar-based department heads and two separate workshops for aimag department heads. During three months following the workshops, Human Fortis will continue direct observation to monitor and examine changes in behavior and customer relations and conduct monthly meetings with GDT management to discuss employee progress, improvement in customer relations and to suggest, give advice and address any problem areas.
The project will continue to support GDT’s initiative to improve customer service and taxpayer relations as a potential case study to improve GoM agencies’ relations with the public and become more service oriented and customer focused.