5. Taxation and General e-books

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Start date: 2020End date: 2024

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    Customer Service Training Manual
    (2024) Chikaipa Linda
    The Customer Service Training Manual developed by the Institute of Tax Administration provides comprehensive guidance on customer service best practices. It emphasizes the critical role of customer service in organizational success and customer satisfaction. The manual covers the principles of effective customer service, including employee satisfaction, valuing customers, and the importance of internal customer relationships. It highlights essential customer service skills such as empathy, communication, emotional intelligence, and problem-solving. Additionally, the manual provides strategies for handling difficult customers and explores do's and don'ts for face-to-face and phone interactions. This guide aims to equip employees with the knowledge and skills necessary for delivering exceptional customer service, fostering strong customer relationships, and ensuring organizational growth.
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    2022-2023 Malawi Budget
    (Government Print, 2022) Malawi Government
    The "2022-23 Malawi Budget Statement" presents the government’s fiscal plan, reflecting an effort to address the challenges posed by the COVID-19 pandemic and its economic consequences. This budget aims to support recovery through strict fiscal discipline, enhanced revenue collection, and the implementation of the Domestic Revenue Mobilisation Strategy. Notable highlights include the government’s engagement with creditors for debt service suspension under the G20 Debt Service Suspension Initiative, allocation of funds to critical sectors such as energy and infrastructure, and measures to mitigate inflationary pressures affecting emerging markets. The budget also emphasizes alignment with the aspirations of the Malawi 2063 vision, focusing on public debt management, export diversification, and improving the overall economic landscape. These strategies are designed to foster an inclusive, self-reliant, and industrialized economy that addresses public needs while ensuring sustainable growth and development.
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    2020-2026 MRA Corporate Strategic Plan
    (MRA, 2020) Malawi Revenue Authority
    The 2020-2026 Corporate Strategic Plan (CSP) of the Malawi Revenue Authority (MRA) outlines a comprehensive transformation agenda aimed at modernizing revenue administration. Centered on the theme "Increasing Voluntary Compliance through Technological Uptake," the plan seeks to optimize revenue collection, improve taxpayer compliance, enhance service delivery, and foster operational efficiency. The CSP aligns with Malawi's Vision 2063, supporting national socio-economic development by broadening the tax base, minimizing revenue leakages, and leveraging advancements in ICT. Key strategic objectives focus on financial growth, customer experience, internal business processes, and organizational capacity. The plan identifies risks, introduces mitigation strategies, and emphasizes a robust monitoring and evaluation framework to ensure accountability and progress. Through its strategic initiatives, including infrastructure upgrades, the integration of ICT systems, and enhanced taxpayer education, the CSP aims to strengthen institutional capacity and contribute significantly to Malawi’s economic resilience and equity.