BY MBONO MDLULI
MBABANE – Eswatini Revenue Service (ERS) is set to rake in revenue of over E13 billion for the country in 2024.
This will be made possible, judging from the performance of the organisation, which keeps improving over the years, since 2012. Over these years, the ERS has been able to surpass every target it has set for itself. In a press statement released by ERS, the organisation, under the leadership of Commissioner General Brightwell Nkambule, was able to collect an amount of E13.024 billion in 2023.
Since 2012, the ERS has started its journey towards service excellence. It was in 2019 when the organsation introduced what is known as the Net Promoter Score (NPS), which is described as a crucial tool for measuring and enhancing customer experience for the organisation. The NPS is said to be globally recognised.
The NPS, which measures ERS clients’ likelihood to recommend ERS based on their service experiences, has quickly become a crucial tool in shaping how ERS delivers services. The turning point came in 2022 when the organisation began seeing a clear correlation between improving NPS scores and increased voluntary compliance from taxpayers.
“By the end of 2022, we had exceeded our NPS target, achieving an impressive score of 47, well above our initial goal of 30. In 2023, we raised the target to 50 and ended the year with a remarkable score of 62.55. That same year, we also surpassed our revenue target, collecting E13.024 billion—surpassing the year-end goal of E13.009 billion,” said part of the statement.
For the current financial year, with an NPS target set at 55, ERS has already exceeded expectations, achieving an outstanding score of 76.24 by mid-year. This success is directly linked to our continued outperformance in revenue collection, with year-to-date collections consistently above target.
According to the statement, service delivery at ERS is not just a target, but it is a cultural imperative that is championed from the top. Service excellence is non-negotiable. It is not just another KPI, but it is central to the organisation’s strategy of enhancing voluntary compliance and closing the tax gap.
By aligning every department with these goals, ERS has cultivated a culture where all staff would take ownership of customer service. “Each station is assigned NPS targets, which we review and follow up on service delivery at the management level every two weeks to ensure continuous improvement,” said the statement.
Looking ahead, the organisation is excited to further elevate its service excellence with new initiatives. One of the key developments is the launch of the ERS App, which will allow the organisation’s clients to provide real-time feedback on their service experiences. This initiative will enhance ERS’ ability to meet and exceed customer expectations, continuing its journey as a leader in service delivery.
“As we continue to refine our service delivery using NPS, we remain committed to celebrating and enhancing customer satisfaction. With NPS as a guiding tool and the full support of our leadership team, ERS is well-positioned to continue raising the bar for service delivery in the years to come,” the statement said.
