The Taxpayer Service has achieved the Quality Award.
The Quality Award is a distinction awarded to departments and entities within
the Public Administration, whose service delivery to customers reaches those
standards of service defined through the 4 Pillars (voice and
understanding the customer, design and implementation of
policies and services that meet customer expectation, delivery of
a quality service and accountability, where people become part of
the excellence of the service provided), the 10 Quality Service Determinants as
defined by the SERVQUAL quality model (Reliability, Responsiveness, Competence,
Access, Courtesy, Communication, Credibility, Security, Understanding/Knowing
the Customer and Tangibles), Directive 4-1 and any other directives or policies
which establish quality standards within the Public Administration.
The English version of the
Taxpayer Service Quality Service Charter can be downloaded from here, and the Maltese version can be
downloaded from here.
With the achievement of the
Quality Award, the Taxpayer Service is committing to ensure ongoing monitoring
of the standards with the aim of retaining the Quality Award.
More information on the Quality Award can be
accessed from here.