Thupeyo Muleya Beitbridge Bureau
THE Zimbabwe Revenue Authority (Zimra) is leveraging digitisation to improve service delivery and maximise revenue collection, as it seeks to make tax compliance faster and simpler for taxpayers and traders across the country.
The authority says its ongoing digital transformation is yielding improvements in 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 ended on Friday (October 9), Zimra Commissioner-General Regina Chinamasa said the results provided a foundation 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.
Customer Service Week was observed from October 5 to 9 under the theme, “We Go the Extra Mile”.
Ms Chinamasa said 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) was central to making tax compliance easier.
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.”
Ms Chinamasa said efficient service delivery required coordinated action across frontline, technical and support functions, including clear explanations, timely responses and accountability in addressing customer concerns.
She said Zimra’s 25th anniversary, being commemorated as its Silver Jubilee year, provided an opportunity to reflect on the authority’s institutional growth while setting higher standards for the future.
Beyond Customer Service Week, she said, the focus would be on translating customer feedback into practical service improvements that strengthen public trust, encourage voluntary compliance and facilitate legitimate trade.
These efforts, she added, would ultimately support revenue collection for national development.
