In a bid to win customers’ confidence and improve investments in the country, Rwanda Revenue Authority (RRA) has hired a firm to audit its services. If the tax body passes the test, then, it may qualify for the International Standards Organisation certification. 

Kujidha Consult International, a consultancy firm based in Uganda started the service delivery audit in June this year.
Explaining why a consultancy firm was hired, Annet Birungi, the Head of Media and Public Relations said, "One role of RRA is to facilitate trade. With taxation, we give incentives.”

A statement from RRA says that the consultancy firm was contracted to "analyze RRA systems and procedures with what would be required of an ISO certified organisation.”

RRA’s structure, corporate business plan, departmental action plans, processes and procedures and the existing infrastructure were audited. The firm also looked at the internal rules and regulations, the statement says.

"They haven’t given us the certificate but we are still following it up,” said an optimistic Birungi. Apart from analysis, the consultancy firm will conduct trainings aimed at strengthening RRA’s management skills.

The statement also stated that certification of RRA meant, "Customer satisfaction” since, "quality certification will eliminate variation in services delivery,” thus boosting, "customer loyalty.”

The statement further stated that, "being certified will align RRA internal systems with international best practices hence give credibility to the organisation.”

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