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Quest Case Study 6

Improving Staff Performance through Skills Development at SARS

Case Studies

01 December 2016

EFFECTIVE RECRUITMENT, STAFF PROFILING, RPL AND TRAINING

Business Challenge

SARS struggled with the legacy of an organisation, systems and culture that, like many South African organisations, was weak on service delivery and efficiency in that:

Service was organised according to function and not according to processes.
Service was not sufficiently customer focused. Staff were not fully multi-skilled on all relevant Tax Types.

Taxpayer service was an ad hoc function within most branches.

Few dedicated staff and little ownership of a particular taxpayer’s problem existed.



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