The Eswatini Revenue Service (ERS) has introduced dedicated regional Client Relationship Consultants (CRCs) to provide specialised support to small and medium enterprises (SMEs) in the Manzini Region. This initiative is part of the organisation's commitment to improving service delivery and strengthening relationships with businesses across the country. The CRCs will be based in service centres and provide businesses with a personalised point of contact for tax-related assistance, guidance, and support.
ERS Commissioner General Brightwell Nkambule stated that under the Regional CRC Model, businesses will be assigned dedicated Client Relationship Consultants within their respective service centres. This will enable taxpayers to receive assistance without having to repeatedly explain their circumstances. The model aims to improve the relationship between the tax authority and taxpayers while making it easier for businesses to access the services they need.
The ERS has also introduced several products and programmes to modernise tax administration and improve voluntary compliance. One such programme is the TaxCore Electronic Invoicing Programme, which enables real-time reporting of transactions when companies issue invoices. This programme aims to simplify tax compliance and help curb revenue leakages. Additionally, the ERS has launched the Sondzela Sikhulume National Outreach Programme, a nationwide campaign that provides tax education, engages stakeholders, and encourages taxpayers with outstanding tax obligations to regularise their affairs.
ERS official Pearl Dlamini stated that the organisation wants to adopt a relationship-based approach to serving taxpayers. The ERS aims to provide a service that was previously reserved for large enterprises. Dlamini emphasised that tax compliance should not be a solitary journey and that the ERS wants to bring its services closer to businesses. She urged businesses to ensure that their contact details are up to date to enable the ERS to communicate with them effectively.
The success of the programme will depend on the ability of the dedicated consultants to assist entrepreneurs and provide timely feedback. Dlamini stressed that the ERS wants to give taxpayers a more personalised experience when dealing with the organisation. The programme aims to allow taxpayers to focus on managing their businesses while the ERS manages their tax obligations.
The dedicated Client Relationship Consultants for the Manzini Region have been identified. Welile Shongwe is the supervisor at the Matsapha Service Centre, while Lizzy Zulu, Celumusa Dludlu, Mandla Masuku, and Sicelo Dlamini will provide support to businesses. At the Manzini Service Centre, Ncamiso Mamba is the supervisor, and Cebile Sibiya, Lucky Ndzimandze, and Lungile Shongwe will provide assistance.
The introduction of dedicated Client Relationship Consultants is part of the ERS's efforts to improve its services and build stronger relationships with businesses in Eswatini. The programme is expected to benefit SMEs in the Manzini Region and provide them with the support they need to comply with tax regulations. The ERS will continue to roll out the programme to other regions in the country.
Key points
- The ERS has introduced dedicated regional Client Relationship Consultants to provide specialised support to SMEs in the Manzini Region.
- The programme aims to improve the relationship between the tax authority and taxpayers while making it easier for businesses to access the services they need.
- The ERS has also introduced several products and programmes to modernise tax administration and improve voluntary compliance.
