In a bid to continuously serve the taxpayers better, staff deployed on the special revenue mobilization project have been trained on the best public relations practices including, but not limited to matters on handling difficult clients, language, and approach.

During her address in the half-day session that was held in Ssendaula, Sebaana Harriet a communications specialist encouraged URA staff to adopt active listening and clarification skills, collaborative problem-solving with taxpayers, and responding positively to client’s needs. 

“Enhance client-centric service delivery, implement feedback mechanisms, advance training and capacity building programs such as this. It’s also important to develop client-centred policies and procedures,” said the ardent academic, before she added, “It’s imperative to ensure proactive conflict resolution, and strengthen PR and reputation management amongst all staff, especially those that engage with clients one-on-one.”

She emphasized that whereas most people understand a brand through its colours, the most important ingredient of brand management is the consistent and deliberate communication between the staff and its clients. 

“Good public perception can increase productivity whereas bad perception can impact tax collection negatively,” stated Sebaana. 

The staff also benefitted from a lecture on Value Added Tax (VAT) – the indirect tax on consumption charged on value-added to taxable supplies. Jim Kagolo Supervisor VAT shared elaborately on this note.

He implored staff to always desire to learn about matters such as VAT that affect the taxpaying community.

“Learning never stops, some taxpayers will be more knowledgeable than you. It doesn’t mean that you should be angry. Instead, research more on the subject matter, and get back with clear evidence.” 

He continued, “Don’t take offense when the client is angry. They shall call us names but don’t retaliate in the same way. When we reach the field, let us study the environment accordingly and respond respectfully and modestly.”

Jim also called on the field staff to invest heavily in understanding the businesses of the clients before issuing assessments, fines, or penalties. 

“Colleagues while on course of duty, let us not be moved by the amount of money on the invoice but rather the commodities being levied tax on. A taxpayer can have an invoice of UGX 200m yet all goods are exempt. So, take caution.”

By Joshua Niyonshima