Since South Africa's first democratic elections in 1994, SARS has strived to live up to the challenges of a changed and changing society. The organisation has had to reassess its functions and how it goes about its business.
A process of transformation was begun in 2000 in a drive to make SARS work better as a business. Called Siyakha ("we are building"), it has two clear goals, which are:
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to make SARS more effective through increased operational efficiency, the creation of a more streamlined and effective organisational structure, and a re-engineering of underlying business processes; and
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to turn South African citizens into partners rather than antagonists through communicating the noble purpose behind the collection of tax, and by treating taxpayers as customers.
The principles of Siyakha guide all the work done by the divisions of SARS. The result of these processes will be to broaden the tax base, to encourage a culture of voluntary compliance and to create a more efficient and effective business.
Technology has a vital role in enhancing business processes and in permitting SARS to becoming more customer-centric. For example, technology has helped SARS to understand the risk profiles of customers and industry segments.
Central to this vision are the people of SARS. The creation of a culture of team-work and learning, a vigorous programme to improve employee competency and the provision of a supporting physical infrastructure have been important features of Siyakha.
The implementation of Siyakha has also improved employment equity and staff capability.
