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Ministry of Finance Achievement

From 1975 to 1990, the Lebanese war seriously damaged Lebanon's economic infrastructure. Immediately following the end of the war, there were extensive efforts to revive the economy and rebuild national infrastructure. Thus, the Ministry of Finance adopted a comprehensive and integrated reform program to re-haul its operations.
The strategy consisted of a modern and innovative Tax Administration able to anticipate and respond to external and internal changes:

  • Efficient organization with function-based Headquarters & operational
  • Business process reengineering (BPR) & Automation
  • Qualified & skilled Human Resources
  • Taxpayer Service & “Customer Value” Culture
  • Continuous capacity building of distinctive competences
  • Full commitment to the modernization plan

Concerning taxpayers services, subject of the award, below are the main objectives:

  1. Promote and facilitate voluntary compliance:
    • Inform and educate
    • Provide high-quality responsive services
    • Streamline processes and procedures
  2. Promote a new image of the Public Administration:
    • “Customer Focus” culture
    • Integrity and accountability
    • Confidence in the Government and its modernization program
    • Transparency and credibility

Creation of taxpayer services departments:

  • 2002: VAT
  • 2005: LTO
  • 2006: All Regions
  • 2007-2008:Gradual implementation of Satellite offices (proximity counters)

Main achievements:

  • Payment exclusively through banks
  • Specified due dates for all transactions
  • Expansion of mail services enabling taxpayers to process their transactions by mail and receive the result at specified address
  • Launching of a 24/7 call center to provide “around the clock” services for all taxpayers’ enquiries
  • Continuous update and publishing of information on the website
  • Delivery of conferences, seminars and workshops aimed at increasing taxpayers awareness and education
  • Distribution of guides, bulletins, newsletters and brochures
  • Instant communication by e-mails with taxpayers
  • Introduction of e-services enabling taxpayers to file and process their tax transactions through the web
  • Automated document tracking for taxpayers’ enquiries
  • Filing exclusively by mail