Good Practices and Innovations in Public Governance 2003-2011

Good Practices and InnovATIONS in Public Governance
Asia and the Pacific
Thailand
2011 Category 4 — 1st Place Winner
Initiative:
939 – Service Excellence Tax Office
Institution:
Revenue Department of Thailand
Description
The organization and hierarchy of the Revenue Office creates age gaps between officers.
Furthermore, there is also a lack of communication among their peers or lack
of integrated methods of administration that is vital to quality of service rendered
whether in terms of output or duplication or quality of service itself. The ‘Service
Excellence Tax Office’ strategy is a continuous personnel development project, that
was initiated, which integrated the idea of Public Sector Management Quality
Award (PMQA), shifting the paradigm of civil services and the principle of Customer
Relation Management (CRM) in order to substantially improve the quality of
service provision of revenue units by changing service provision from passive to
proactive roles and delivering services that meet the demands of the general public
through hands on human resource training which is based on real cases encountered
by tax officers.
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