Client flow management

From EPSA - European Public Sector Award


The Tax Office in Rawicz functions within a specific socio-economic environment. The Rawicz Poviat mainly represents an agricultural area. The relatively small area of Poviat (ca. 554 km2) is also an essential factor influencing the way the organisation functions. The abovementioned factors together with the system of accepting tax declarations electronically, which is still under development in the Polish tax administration, makes client flow management an important element in managing organisation like the Tax Office in Rawicz. The survey, carried out for the first time in 2003, made it possible to identify the profile of a typical client of the Office. One of the most important conclusions, drawn after analysis of the collected data, was information on the preferred forms of the client-office contact. 80% of clients indicated that a personal visit to the organisation was the form most often chosen.

The ‘Client flow management’ project’ was therefore implemented at the Tax Office in Rawicz with the aim of improving its service in order to make tasks more efficient, enhance customer satisfaction and generate reserves within the time necessary to deal with a task and within budget. The service process particularly focuses on accepting tax declarations, giving information and issuing certificates confirming specific legal and actual status. The objectives are:

  • To prevent queues at the Office;
  • To professionalise the service through the use of compatible computer systems;
  • To disseminate information on the possibility of dealing with business

without the need to visit the Office, and to conduct training to provide clients with sufficient knowledge and tools to enable them to fill in tax declarations correctly, thereby reducing the number of visits.

A direct service called ‘Client Service Hall’ (CSH) has been set up at one location. The main idea was to provide a full service at one location so that clients would not have to search for the appropriate workstation for a specific activity. The work at CSH is carried out by employees with a thorough knowledge of tax rules and who have the appropriate qualities for dealing with clients directly. Employee training is a continuous process, as the management is aware that successful accomplishment of the project depends on the attitudes and skills of the workers. The CSH also contains ‘The Corner for the Youngest Future Taxpayers’ where children can spend time. Furthermore, a website has been set up containing useful information to help clients complete their declarations properly, fill in proofs of payment, complete applications etc. In addition, information is provided via the phone and e-mail. ‘Open information meetings’ are also organised, in which the office employees discuss tax subjects.

Award info
Award category: public service delivery
Award type: submission
Award year: 2009
Project type
Sector: Public administration, modernisation, institutional affairs, reform
Type of activity:
Keywords: Client service, tax administration
Short English description: The main idea was to provide a full service at one location so that clients would not have to search for the appropriate workstation for a specific activity
Further information
Organisation: Tax Office In Rawicz
Other applicants:
Level of government: local level
Size of organisation: 50-100
Number of people involved:
Country: Poland
EU membership: EU member
Language code: en
Start date:
End date:

Client flow management (51.61123, 16.862056)
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