The Inland Revenue Department (IRD) is taking steps to prepare its staff for the implementation of its new Tax Information Management System (TIMS) through targeted customer service training aimed at strengthening service delivery to taxpayers.
The training, delivered by the Centre for Enterprise Development (CED) and facilitated by Business Consultant Gaidell Andrews, was designed to equip IRD officers with the knowledge, skills and mindset needed to provide high-quality customer service as the department transitions to the new tax system.
The implementation of the new system is expected to bring changes to existing processes and procedures, as well as the way taxpayers interact with the Inland Revenue Department. The customer service training is therefore an important part of the department’s preparations, helping staff to communicate effectively, respond professionally and maintain high standards of service throughout the transition.
Speaking on the initiative, IRD Senior Assistant Comptroller Helena Lucas, noted that excellent customer service remains central to their mission.
“This Customer Service Workshop is an important part of the Inland Revenue Department’s preparation for the implementation of our new Tax Information Management System. It also supports our ongoing commitment to improving customer service here at the Inland Revenue Department.
“While technology is important, we at the Inland Revenue Department also know that people remain at the centre of our operations. The effectiveness of our new system will depend not only on the technology, but also on how we communicate and interact with our taxpayers and with each other,” she stated. “Every interaction with the taxpayer is important — whether it is at the customer service desk, at the cash counter, through a telephone call or by email. It is through these interactions that we build confidence and trust.”
Deputy Comptroller (Acting) Sherry Mason also underscored the lasting value of the training and encouraged staff to apply what they had learned in their daily interactions with taxpayers.
“The knowledge and skills imparted to us are not just for these two days, but for the rest of our lives. All of us should be taking something away from this session, and I want us to make a commitment to put what we have learned into practice.
“We are a customer-oriented department because we interact with taxpayers on a daily basis. When we interact with taxpayers, we are representing the department. Every interaction is an opportunity to build trust and strengthen the relationship between taxpayers and the department. So, let us give the highest level of customer service, as stated in our mission.”
The two-day training covered a range of practical areas, including effective communication, handling difficult interactions, responding to taxpayer concerns with empathy, and maintaining service standards during periods of organisational and technological change.
Keisha Phillips, Officer in Charge of the Centre for Enterprise Development, emphasised the importance of customer service within the public sector.
“We truly appreciate the confidence the Inland Revenue Department has placed in us to deliver this training. Quality customer service is about more than simply responding to enquiries or resolving issues. It is about creating a positive experience, building trust, communicating clearly, listening with understanding, and treating every taxpayer with professionalism, courtesy and respect.”
The training forms part of the Inland Revenue Department’s broader preparations for the implementation of the new Tax Information Management System, which is expected to improve efficiency, enhance compliance and simplify the taxpayer experience.
Through continued investment in staff development, the Inland Revenue Department is strengthening its capacity to support taxpayers and deliver efficient, professional and customer-focused services as the department moves towards the new system.
