Using community score card to render quality service in kaffa zone tax and revenue authority

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.