Chapter 12 A proposed SIS Communications Strategy

10 The foundation: Proposed communication structures and systems 10.4 Structures to continually improve client service

Negative attitudes can be dramatically turned around by learning from experience, managing information properly, and providing clients with the right kind of service. For example, SARS managed to improve its relations with taxpayers and the level of compliance regarding tax returns through, amongst other things, taking its campaigns to the streets, making tax returns easy to understand, being accessible and helpful to the public, improving information management, and realigning its communications structure. It is proposed that a Research Unit, client walk-in centres and a National Call Centre be established to continually improve client satisfaction. Figure 12.4: Proposed structures to improve client service