Thupeyo Muleya
Beitbridge Bureau
THE Zimbabwe Revenue Authority (Zimra) is leveraging digitisation to enhance service delivery and boost revenue collection as it moves to make tax compliance faster and simpler for taxpayers and traders.
The authority said its ongoing digital transformation was improving customer experience, with customer satisfaction scores reaching 74 percent in the first quarter of 2026 and 75 percent in both the second and third quarters.
Speaking as Customer Service Week came to an end today, Zimra Commissioner General Ms Regina Chinamasa said the results provided a platform for further improvements.
“These results are encouraging, but our ambition goes further. We want taxpayers and traders to experience services that save them time, reduce unnecessary travel and make it easier to meet their obligations, wherever they are in Zimbabwe,” said Ms Chinamasa.
The Customer Service Week was observed from October 5 to 9 under the theme “We Go the Extra Mile”.
According to Ms Chinamasa, the week combined staff celebrations with reflection on customer feedback and the role of every employee in service delivery.
She said the continued development of the Tax and Revenue Management System (TaRMS) is central to making compliance easier.
Ms Chinamasa said through the platform, taxpayers can access services such as registration and return submission online, reducing the need for physical visits to Zimra offices.
“Our history has shaped us, but it cannot define our limits. We must use the lessons of the past to build a faster, smarter and more customer-centred ZIMRA,” she said.
“Going the extra mile means taking responsibility for making each interaction easier and more useful for the people we serve.”
She said efficient service delivery requires coordinated action across frontline, technical and support functions, including clear explanations, timely responses and ownership of customer concerns.
Ms Chinamasa said the Authority’s 25th anniversary, which is being celebrated as its Silver Jubilee year, provides an opportunity to reflect on institutional growth while setting higher standards for the future.
She said the focus beyond Customer Service Week will be on translating customer feedback into practical service improvements that strengthen public trust, support voluntary compliance, facilitate legitimate trade and ultimately maximise revenue collection for national development.
