Government

" H.E. Khalid Al Bustani: Streamlined actions to expedite FTA service delivery and enhance customer satisfaction

In a strategic move aimed at enhancing customer service excellence, the Federal Tax Authority (FTA) has recently elevated three key services to align with the UAE's pioneering 'Government Services 2.0' framework. This initiative, falling under the Government Services Quality Charter, aims to boost the efficiency and effectiveness of public services, ensuring a seamless and user-friendly experience for all customers.

In a press release issued today, the FTA unveiled the successful implementation of three transformative strategies aimed at enhancing services for "Tax Refund for UAE Nationals Building New Residences," "Issuance of Tax Certificates," and "Excise Goods Registration Inquiry Response."

H.E. Khalid Ali Al Bustani, Director General of the Federal Tax Authority, underscored that this initiative underscores the FTA's commitment to raising service standards to meet the highest global benchmarks and practices outlined in the Government Services Quality Charter.

Al Bustani elaborated, stating, "The FTA has made significant strides in executing a comprehensive plan aligned with the Government Services Quality Charter. We have implemented effective transformation measures to expedite the completion of three priority services, streamlining documentation requirements to deliver tangible results promptly and enhance customer experience."

He added, "To simplify procedures and enhance integration with other systems and entities, the FTA has refined the process for 'Issuance of Tax Certificates' to expedite their issuance and enhance customer experience. This includes issuing Tax Residency Certificates to enable applicants to benefit from tax treaties involving the UAE and issuing certificates for business activities. Additionally, we have improved the 'Excise Goods Registration Inquiry Response' service to provide partners with information about the services offered by the Authority through electronic systems via a single channel."

The Federal Tax Authority highlighted significant improvements in three key services. Notably, processing time for "Tax Refund for UAE Nationals Building New Residences" has been reduced from 25 to 20 minutes, with steps reduced from 6 to 5, and fields decreased from 35 to 28. Furthermore, the FTA has enhanced its website's search feature to include a direct service application link on the most visited pages, facilitating easier access. Mandatory fields in the application process were reduced, expediting applications using essential information from the UAE Pass.

For the 'Issuance of Tax Certificates' service, the number of required documents has been reduced from 6 to 5, while fields have been decreased from 12 to 9. Key enhancements include refining the website's search feature for easier access to the service login link, automating data verification, enabling requests for multiple certificate copies, integration with the UAE Pass, and providing an Electronic Seal on the Digital Certificate for authenticity and validation.

The FTA clarified that for "Excise Goods Registration Inquiry Response," application time has been reduced from 5 minutes to 2 minutes, and service delivery time has been shortened from 2 days to 5 minutes. Noteworthy enhancements include providing immediate responses to customer inquiries without redirection, saving customers' time, and offering information about FTA services through partners' platforms.

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