Session 8: Leadership Series on Importance of Performance Standards

In this webinar we will focus on the importance of Performance Standards and its part in effectively managing core tax functions – Registration, Taxpayer Services, Returns Management, Debt Management, and Reporting (Audit). The focus on this session will include:

• Performance standards and linkages into the Operational Plan;
• Good practice Performance Standards for core tax functions;
• Dealing with challenges when implementing a set of performance standards; and
• PICs sharing information of current performance standards in place.

As part of operational planning, tax administrations need to develop a comprehensive set of operational performance standards that provide a focus on activities within each key functional area of the tax administration. The selected measures, as much as possible, must:

(a) embody characteristics of quantity, quality, and timeliness;

(b) be measurable—a performance standard that cannot be measured has no purpose and is likely to detract from the credibility of any performance standard initiative; and

(c) be verifiable—the reported results for any performance standards must be open to scrutiny to ensure any misreporting of results can be detected and corrected.