GENERAL INFORMATION
 

Project title
 

Introduction of Quality Management in the Revenue Administration

Priority area
 

Beneficiary

Turkish Revenue Administration

Co-Beneficiary
 

6 local tax offices

Duration

21 Months (21/01/2011-21/10/2012)

EU contribution (Euro)

1.184.300

PROJECT SUMMARY

Brief description of the project and main objectives
 

The project is to improve the administrative capacity and efficiency of the tax administration in line with the Fiscal Blueprints. This project constitutes a considerable element in the efforts of the TRA to align the Turkish Tax System with that of the EU directives.

The project purpose is to educate human resources of TRA in order to improve the quality of taxpayer services. So, the voluntary compliance with the tax system and an increase in the tax revenues will be maintained.

Location

Ankara

Achievements / expected outputs

The infrastructure for the implementation of the EFQM model is established through its basic tools and frameworks such as self assessment, RADAR benchmarking and other new tools

Establishment of a Complaint Management system

Creation of a Suggestion Improvement system for suggestions of employees

Creation and application of polls for taxpayers and employee satisfaction

Creation of process maps, redrafted work process manual and redeveloped work processes of the TRA with view to process optimization and the establishment of a process-based management system

Enhanced level of administrative capacity of the TRA for the National Quality Movement