- Customer Centricity Guide (CCG) now available
BY COBHAM NSA – The Federal Inland Revenue Service (FIRS) has launched an Unstructured Supplementary Service Data (USSD) Code *829# specifically aimed at improved service delivery and taxpayers’ satisfaction nationwide.
Considered as a bold move to enhance ease of doing business in the country, the initiative makes Nigeria the sixth African nation to deploy USSD code for simplifying tax payment processes.
The Code was launched by the FIRS Chairman, Zacch Adedeji, at the Revenue House in Abuja as part of activities making this year’s Customer Service Week with the theme; “Above and Beyond“.
A statement by Dare Adekanmbi, Special Adviser on Media to the FIRS Chairman, said taxpayers on any mobile telecommunication network in the country can now get across to FIRS real-time on issues relating to retrieval of Taxpayers Identification Number (TIN) among other operations.
The statement quoted Adedeji as saying that; “With the *829# USSD code, taxpayers now have the power to: retrieve their Taxpayer Identification Number (TIN), verify their Tax Clearance Certificate (TCC), access information on tax types and rates, locate the nearest FIRS office, and get answers to general tax-related inquiries.
“Without the need for internet access, all of these services are now available with a simple mobile phone. This technological leap reflects our dedication to creating a tax system that is efficient, transparent, and responsive to the needs of taxpayers”.
He said the instant messaging protocol demonstrates the Service’s further commitment to simplifying tax administration and ensuring that “every taxpayer, whether in bustling cities or remote areas, can engage with FIRS seamlessly.”
The FIRS boss urged all taxpayers to enjoy the benefits that the USSD code offers and utilise the code for all their enquiries.
This is as the FIRS also launched Customer Centricity Guide (CCG), a booklet containing policies, processes and procedures to ensure that the Service keeps the taxpayers in their rightful position as ‘kings.’
He further said; “Equally important is the unveiling of the Customer Centricity Guide. This guide embodies our commitment to putting taxpayers at the centre of our service delivery.
“It outlines the principles and values that will drive our interactions with taxpayers by ensuring that every engagement is defined by respect, professionalism, and efficiency.
“The guide serves as a reminder to us all that the taxpayer is not just a client, but a valued partner in nation-building. Through the combination of the *829# USSD code and the Customer Centricity Guide, we are reinforcing a culture of service excellence and making tax compliance not just a duty but an experience that fosters trust and voluntary participation.”
Adedeji said going forward, the celebration of this latest achievement should “encourage everyone to make full use of the *829# service and embrace the Customer Centricity Guide. Your feedback will be crucial as we continue to enhance these services and meet the evolving needs of our taxpayers”.
Speaking at the occasion, National Coordinator of SERVICOM, Nnenna Akajemeli, praised FIRS’ conscious efforts towards taxpayers’ satisfaction, noting that; “There are many things to congratulate the FIRS on. One is the launch of the USSD code *829# and the customer centricity guide.
“These initiatives which are simplifying tax and ensuring that citizens and taxpayers are delighted at the quality of service you render”.
On her part, FIRS Director, Taxpayers’ Service Department, Loveth Onanuga said the Service recognizes that customer-centricity means more than just satisfying customers’ basic wants, but also going “above and beyond what customers anticipate and astonishing them with great service” in line with the theme of the week.
