KIGALI - WITH the aim of offering better services to taxpayers, Rwanda Revenue Authority (RRA) has introduced a queue management system at its headquarters in Kimihurura.
According to the RRA Director for Information Technology, Sam Toyota, the new system will ease the declaration and payment processes, especially during peak periods.
“We have introduced the system to help us serve taxpayers efficiently and in a more organized manner. We used to have a hard time managing the big number of taxpayers who turn up, especially around the deadline period,” he said.
“This is however different now since each taxpayer is able to pick a number and wait to be served. The system shows the customer an average time that they should wait and at least each and everyone is able to tell when they will be served.”
Toyota emphasized that this new facility is very easy to use and it allows users to select the language that they understand best out of the three commonly used languages in Rwanda.
“It is a touch screen system which is very easy to use. On the side of the institution, this queue management system will provide statistical data on the services we provide and it will help us identify who among our staff provides timely services,” he added.
The IT official therefore noted that with provision of such vital data, the institution will be able to get powerful indicators in the form of reporting which can be used to improve the effectiveness and efficiency of RRA’s operations in terms of dealing with customers.
It has been highlighted that with such technology, RRA will also be able to offer customized information to taxpayers on the queue tickets as well as customized videos on the LCD screens as the customers wait to be served.
Toyota added that the pilot project has been introduced at the RRA headquarters but will soon be rolled out to all RRA branches countrywide.
Fidele Sibomana, one of the taxpayers who used the service yesterday, said that service delivery is already faster than it was previously.
“I am very happy today since I did not have to wait so long to be served. I acquired my ticket and waited to be served. This differs from the former system whereby we used to line up and wait anxiously, today we simply sat and got to be served in a more organized manner,” Sibomana said.
Alexia Uwababyeyi, another customer, said that the system helps one to wait in the queue without worrying about other people overtaking her.