| Abstract: | The purpose of this study is to assess tax collection service delivery practice in Kolfe-Keranyo sub city. Important facts that have expected to have positive/negative influence on the service delivery of the branch office such as equal access to service , provision of information and consultation to customer, identification of improvement gaps, meeting customer needs and expectation, monitoring and evaluation of service activities and proper handling of customer' complaints are included in the study. Data for this study were collected from employees and tax payers of the branch office. Data collection was made through two methods that were service delivery survey using questionnaire and structured interview. The sample consists of 147 tax payer and 12employees. The research study design engaged more of a quantitative research and descriptive analysis has been performed to determine level of service delivery. The major finding of the study suggests that customers were not well satisfied with the provision of service delivery in this branch office. The effort of the branch office in creating conducive environment to tax payers, availing valuable and ample information, provision of consultation to tax payers, employees involvement in monitoring and evaluation activities and identification of service gaps, open and transparent communication with tax payers, handling of tax payers complaints was found to be below the expectation of the taxpayers. Thus the overall perception of taxpayers', regarding service delivery practice, is said to be poor. The branch office should deliver quality service to all tax payers equally & realize the purpose of its establishment and form modern system like : -Online tax payment, Payment through the Banks/Mobile banking, Online feedback assessment. On the other hand, the level of efficient and quality service delivery could be improved through: Regular feedback collection and assessment, Regular feedback review with the staff, Clear action plan and execution of the plan. The management would emphasis towards Reward good performance and deal with poor performance, Early action is necessary to ensure that all staff have the required competence and integrity before being brought into the branch office, Integrity and ethics courses are important. |
