Good Practices and Innovations in Public Governance 2003-2011

2007 Category 2: Lebanon
The taxpayer services function of the Lebanese Revenue Administration has improved
considerably over the last few years. It moved from manual management of
taxpayer files and records, to a nearly completely automated system with dedicated
offices, redesigned procedures, and freshly recruited and trained staff. The streamlined
processes allowed for the decrease in interaction with taxpayers and for increased
efficiency. The use of regular and electronic mail and website lead to greater
effectiveness of operations to all stakeholders. The internal and external communication
was enhanced by the availability and dissemination of information. Finally, the
quality of service was improved through continuous education and training of staff.
The tremendous progress achieved in the delivery of services to taxpayers in Lebanon
can be considered a true achievement realized despite the local and regional
challenges. The changes implemented through the new taxpayer services resulted in
an overall customer satisfaction and:
• A higher voluntary compliance rate;
• Reduced number of disputes;
• Increased revenues to the Treasury;
• Updated taxpayer database;
• Enablement of e-taxation;
• Automated track record for taxpayers enquiries for future follow-up;
• Automated process of tracking transactions in process;
• Reliance on postage for distribution and receipt of returns/correspondence;
• Fair gender distribution;
• Continuous dissemination of information on new developments through
media channels;
• Determination of response times for various transactions, and;
• Website development with options for e-filing, e-tracking of taxpayer
accounts, and online receipt of/reply to enquiries.
Moreover, dedicated tax offices are now available in Beirut and throughout the country.
All these changes led to the provision of timely and lower-cost services to taxpayers.
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