About
Botswana Unified Revenue Service (BURS) is the revenue service and a government parastatal of the Botswana government. BURS is responsible for collecting taxes and administering the BURS Act. The duties of the BURS include providing tax assistance to taxpayers and pursuing and resolving instances of erroneous or fraudulent tax filings.
The mandate of the BURS is to perform tax assessment and collection functions on behalf of the Government and to take appropriate measures to counteract tax evasion on the one hand, and to improve taxpayer service to a much higher level on the other.
The Challenge
Botswana Unified Revenue Service (BURS) is the only revenue and collection body which is responsible to implement and develop policies for collecting tax and revenue in Botswana. Moreover BURS is a legislative body which spends its considerable efforts in government research projects and community surveys to help the revenue reforms for businesses.
Being such a prestigious and a high reputed institution, it experiences a high footfall of business representatives and stakeholders. Due to this high influx of customers, BURS customer service area experiences irregular queues and long waits. Moreover, as part of the government’s policy, it is essential to gauge and measure staff performance when interacting with the stakeholders. Therefore a need prevailed to make customer service areas more organized.
The Solution
Products that will drive consistent customer journey at BURS encircle Virtual Queue Management System, Donatello Digital Signage and Opinion Plus for customer feedback. Additionally, BURS has access to real-time business intelligence reports and dashboards through a centralized reporting system.
Queue Management
In order to enhance customer experience Wavetec, in collaboration with KingJeff Technologies designed and installed a Queue Management System at BURS to manage and transform their customer service area.
The solution consisted of a complete customer flow and journey management solution. The service area is the physical space where an organization interacts with customers primarily for executing transactional activities, which are inherent in the business model.
Designed on the methodology of Organizing, Engaging, and Measuring specific actions which play an instrumental role in enhancing BURS customer service area. The queue solution consisted of a dual printer, touch screen self service kiosk which allows customers to take a virtual ticket. This touch screen ticket dispenser kiosk is equipped with two printers and comes with a multifunctional software making it easier for customers to choose a service category they are interested in.
Upon registration the customers enter a virtual queue and are issued with a unique identification number. To further integrate and augment customer experience, the BURS branded kiosk were strategically placed at two customer touch points.
