THE Zambia Revenue Authority (ZRA) has in the first five months of this year collected K31.5 billion in gross revenue despite the Covid-19 pandemic.

The ZRA has also recorded a surplus of K7.3 billion in net collection, says Corporate Communications Manager, Topsy Sikalinda.

Mr Sikalinda heavily attributed the positive performance to the customer-centric approach where systems had been improved to serve the taxpayers better.

He said in a statement that the performance was despite Covid-19 transforming lives and order in the business environment.

“In the first five months of the year, ZRA has recorded positive revenue collections of 31.5 billion in gross revenue and refunded 4.2 billion.

“The net collection, therefore, is K31.5 billion against a target of K24.2 billion thereby recording a surplus of K7.3 billion against the target,” Mr Sikalinda said.

ZRA, he said,  remained committed to giving exceptional customer experience to all its taxpayers.

Meanwhile, ZRA Commissioner General, Kingsley Chanda, said customer experience was critical to the sustained revenue growth for the Authority.

Mr Chanda stressed that a positive customer experience promoted loyalty, customer retention and improves brand loyalty.

He was speaking during the tour of the newly refurbished ground floor of revenue house in Lusaka.

 “We are dedicated to putting our taxpayers first by providing exceptional customer experience as they interact with the authority both physically and online,” Mr Chanda said.

ZRA has also set up a directorate of innovation that focuses on improving service delivery to taxpayers with various innovative ideas, products, and services being channeled out daily.

This is both process and product innovation meant to streamline service delivery for all taxpayers countrywide.

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