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Category : “Improving Transparency, the Delivery of Services” for “Taxpayer Service”

United Nations Public Service Award 2007. Category : “Improving Transparency, the Delivery of Services” for “Taxpayer Service”. UN HQ Vienna June 2007. Historical Overview. 1975-1990: The Lebanese war seriously damaged Lebanon's economic infrastructure.

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Category : “Improving Transparency, the Delivery of Services” for “Taxpayer Service”

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  1. United Nations Public Service Award 2007 Category: “Improving Transparency, the Delivery of Services” for “Taxpayer Service” UN HQ Vienna June 2007

  2. Historical Overview 1975-1990: The Lebanese war seriously damaged Lebanon's economic infrastructure. Immediately following the end of the war, there were extensive efforts to revive the economy and rebuild national infrastructure. The ability of the Ministry of Finance to deliver on its mandate was severely challenged. The strategy to face this challenge consisted of adopting a comprehensive and integrated reform program to re-haul its operations.

  3. The Lebanese Tax System Lebanon is a centralized country: the power to levy taxes is held by the parliament Taxes established by laws are applied by the Tax Administration in the Ministry of Finance Indirect Taxes: • VAT • Stamp Duty • Excise • Others • Direct Taxes: • Income Tax -Personal Income Tax -Corporate Income Tax -DASS -Capital Gain • Built Property Tax • Inheritance Tax

  4. Ministry of Finance General Directorate of Finance Revenues Directorate VAT Directorate Organizational chart of the Tax Administration Regional Offices

  5. Regional office

  6. 7-Akkar 7 8-Baalbek- Al Hermel 3-North Lebanon 3 8 2-Mount Lebanon 2 5 1 1-Beirut 5-Bekaa 4 4-South Lebanon 6 6-Nabatieh Geographical distribution of tax offices

  7. Strategy Systems Structure Staff Skills Style Tax Reform Program Shared values

  8. Modern and innovative Tax Administration able to anticipate and respond to external and internal changes Strategy Structure Efficient organization with function-based HQ & operational offices Systems Business process reengineering (BPR) & Automation Staff Qualified & skilled Human Resources Taxpayer Service & “Customer Value” Culture Style Continuous capacity building of distinctive competences Skills Full commitment to the modernization plan Shared Values

  9. Taxpayer Services

  10. Strategic Objectives • Promote and facilitate voluntary compliance: • Inform and educate • Provide high-quality responsive services • Streamline processes and procedures • Promote a new image of the Public Administration: • “Customer Focus” culture • Integrity and accountability • Confidence in the Government and its modernization program • Transparency and credibility

  11. www.finance.gov.lb Strategies for improving taxpayer services Reengineering & modernization of the existing systems and processes Simplifying tax returns Simplifying tax laws for fair, equitable and transparent application Developing tax guides & other communication material informing taxpayers of their rights & obligations Continuous dissemination of information on new developments through media channels Improving staff skills and professionalism, enhancing the working environment and strengthening management controls Improving working tools for the fast and reliable delivery of services Minimizing the personal contact with taxpayers through the use of regular mail and electronic tools to process their operations and inquiries Creation of an exhaustive and user-friendly website constantly updated Developing a business continuity plan to ensure sustainability of operations in risk situations

  12. Creation of Taxpayer services departments • 2002: VAT • 2005: LTO • 2006: All Regions • 2007-2008: Gradual implementation of Satellite offices (proximity counters)

  13. Taxpayer Services Main Achievements Filing exclusively by mail Payment exclusively through banks Specified due dates for all transactions Automated document tracking for taxpayers’ enquiries Expansion of mail services enabling taxpayers to process their transactions by mail and receive the result at specified address Introduction of e-services enabling taxpayers to file and process their tax transactions through the web Launching of a 24/7 call center to provide “around the clock” services for all taxpayers’ enquiries Continuous update and publishing of information on the website Instant communication by e-mails with taxpayers Delivery of conferences, seminars and workshops aimed at increasing taxpayers awareness and education Distribution of guides, bulletins, newsletters and brochures

  14. 2005 2006 Duration/ Number Duration/ Number Transactions’ processing time 3 days Immediate Transactions that need further investigation Multiple visits with no assigned time for completion • Pre-defined duration by type • Pre-defined required documents • Response/result sent to taxpayers Visits to Taxpayers Services Department 1,548 1,075 VAT Incoming calls 6,158 8,089 Visits to Taxpayers Services Department 11,344 7,940 LTO Incoming calls 818 1,292

  15. Higher voluntary compliance rate • Reduced number of cases of disputes • Increased revenues collection • Updated taxpayer database

  16. Thank You

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