The Ghana Revenue Authority (GRA) has reaffirmed its commitment to transforming service delivery through innovation, digitalisation, and taxpayer-focused reforms as part of efforts to improve compliance, boost revenue mobilisation, and build public trust.
The assurance was given at the second Customer Experience Conference, themed “Transforming Service Delivery for Impact and Growth”, which brought together senior officials, staff, and partners of the Authority to deliberate on how to strengthen customer service in revenue administration.
Speaking on behalf of the Commissioner-General, Brigadier General Glover Ashong Annan, Commissioner, Customs Division, said the GRA was determined to place taxpayers at the centre of its reforms.
He noted that while last year’s maiden conference laid the foundation for service transformation, this year’s focus was on embedding customer-centric practices that deliver long-term benefits.
“Delivering quality service is not merely an operational requirement but the very essence of our mission,” Brigadier General Annan said. “We are embracing digitalisation as a cornerstone of service delivery, with initiatives such as Online Filing and Payment, E-VAT, Faceless Audits, and Electronic Tax Clearance Certificates to simplify processes for taxpayers.”
He added that a new Modified Taxation Scheme was being rolled out to ease registration, filing, and payment, particularly for micro, small, and medium enterprises.
The Authority is also expanding taxpayer service centres, digital service points, and contact centres to enhance accessibility.
Also addressing the conference, Dr. Alex Adomako-Mensah, Commissioner, Support Services Division, stressed that transformation required more than new tools, it demanded a cultural shift in how GRA serves taxpayers.
Dr. Adomako-Mensah outlined three key principles to guide GRA’s service culture which are, professionalism, a people-first attitude, and empathy.
He urged staff to move beyond mere enforcement to meaningful partnerships with taxpayers, reminding them that “when our customers are satisfied, the nation grows.”
For her part, Mrs. Birago Antwi-Agyei, Assistant Commissioner, Customer Experience, highlighted the role of technology in improving tax compliance and service delivery.
“Nobody likes paying taxes, but our role is to ensure the process is not burdensome. By leveraging digital platforms, we aim to make tax compliance simple, transparent, and customer-friendly,” she said.
She explained that the second phase of the conference included a practical workshop to equip GRA managers with tools to embed customer-focused service in their units. According to her, while tax collection is backed by law, the human element of engagement must remain central.
She further called on the media to support the Authority’s work by projecting its efforts positively, helping build collaboration with taxpayers, and strengthening public confidence.
Importantly, the GRA says it is positioning itself to be agile, innovative, and relentlessly focused on customer service to drive voluntary compliance, revenue growth, and inclusive economic development.
