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September 20, 2021

URA Upgrades Services Centre With IVR Technology


Uganda Revenue Authority(URA) has made a major upgrade to its contact center offering with the rollout of state-of-the-art Interactive Voice Response (IVR) technology, this is to further simplify tax compliance and related activities.

Ian Rumanyika, URA assistant Commissioner, Public and Corporate Affairs, explained that with this service, they have ensured that the process of reaching out to them through their toll-free service helplines is not only much simpler but also more reliable and delightful.

“We have matched the technology upgrade with human capital additions to ensure that we have the right people on the other end of the call to walk the clients through their tax compliance needs, tax education inquiries and so much more. The contact center upgrade has started with the IVR solution with a WhatsApp number option,” he said.

He added that this enhancement comes in handy at the time when taxpayers are filing their final tax returns and making their tax payments ahead of the June 30 2021 deadline.

Some of the new improvements that the clients can now enjoy include; multiple language options with English and Luganda already available during the pilot phase with more languages lined up for addition and a service menu with five different options to ensure faster turnaround time for client’s inquiries.

These five options are Self-service (Resetting TIN passwords and unlocking accounts); payments, TIN registration; Kakasa with EFRIS and other domestic tax-related issues; customs import and export inquiries; staff misconduct, or tax evasion (Whistleblowing) and other general inquiries.

“Additionally, our contact center’s service hours have been extended to run from 7:00 am to 11:00 pm Monday to Friday and from 9:00 am to 9:00 pm on weekends and public holidays,” said Rumanyika.

He encouraged taxpayers to reach out to them through the improved contact center instead of making physical visits to service centers to mitigate exposure to Covid-19.

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