Abstract:
Since taxation is the major income rising for government because of this government give
special consideration for this sector. to realize this organization use business process
reengineering (BPR) to enhance their performances in term of reducing process, cost and cycle
time, increasing service quality, and increasing customers and employees satisfaction. starting
from 2008 and 2009 all Ethiopian public organization engaged in BPR project to enhance their
performance dramatically, However it need additional tools which support BPR for that reason
business score card (BCS) was created which standardized all activities so far requirement of
other tools which measure whether all activities performed according to its standard or not, This
tools should be community score card (CSC)
General objective of the thesis to examine the community score card tools is potent enough to
bring about quality services and social accountability In public sectors such that in kaffa zone tax
and revenue authority. To realize the study both primary and secondary data were used.
Secondary data was collected from relevant body and primary data was gathered by using closed
ended questionnaires. The research work requires specific, manageable, attainable, relevant and
timely information. So as to realize the researcher used Gay (1981) sampling method. And the
data were analyzed using both quantitative and qualitative techniques. To analyze data obtained
from survey instrument descriptive statistics were used. Such as frequency and percentage was
closely analysis to look for possible patterns on the logical inferences based on the relation
weight of each responses category and the researcher also used SPSS (statistical package for
social sciences). The researcher finding was that from analyzed and interview Community Score
Card tool enforces the organization and tax payers to be accountable, transparence, awareness,
cost effective these in turn bring quality services and recommended that Kaffa Zone Tax and
Revenue Authority in particular and services rendering organization in general should use
Community Score Card (CSC) to bring quality services in their organization.
