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TECHNICAL ASSISTANCE FOR INTRODUCTION OF QUALITY MANAGEMENT IN THE REVENUE ADMINISTRATION

TECHNICAL ASSISTANCE FOR INTRODUCTION OF QUALITY MANAGEMENT IN THE REVENUE ADMINISTRATION
TECHNICAL ASSISTANCE FOR INTRODUCTION OF QUALITY MANAGEMENT IN THE REVENUE ADMINISTRATION
TECHNICAL ASSISTANCE FOR INTRODUCTION OF QUALITY MANAGEMENT IN THE REVENUE ADMINISTRATION

Beneficiary: Turkish Revenue Administration

Project Start Date: 01/2011

Duration: 21 Months

Project Objectives and Results:

The overall objective of the project is to improve the administrative capacity and efficiency of the tax administration in line with the Fiscal Blueprints and alignment of the Turkish tax system with that of the EU directives by training human resources of Turkish Revenue Administration (TRA), establishing infrastructure for implementation of European Foundation for Quality Management (EFQM) model and systems for improvement the quality of tax payer services.

The achieved results of the project are as follows:

Result 1: Establishment of the infrastructure for the implementation of EFQM model through its basic tools and frameworks such as self-assessment, RADAR benchmarking and other new tools

Result 2: Establishment of a Complaint Management System

Result 3: Creation of a Suggestion Improvement System for suggestions of employees

Result 4: Creation and application of polls for taxpayer and employee satisfaction

Result 5: Creation of process map, re-drafted work process manuals and redeveloped work processes of the TRA within the view of process optimization and establishment of process based management system

Result 6: Enhanced level of administrative capacity of the TRA for the National Quality Movement

Target Groups:

  • Senior and mid-level managers of TRA
  • All personnel of headquarter organisation of TRA
  • Personnel of 81 provincial tax offices
  • Taxpayers

Reference Number: EuropeAid/126824/D/SER/TR