CAF_BROCHURE_ENGL
18.05.2006
12:56 Uhr
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Tax Office Plonsk Tax Office Plonsk Country: Poland Website: www.izba-skarbowa.waw.pl CAF uses: 2 x Key words: information, partnership, recruitment Focus: citizen results people results
he Office's aim is to ensure that constitutional tax obligations are fulfilled by citizens according to the tax law.
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Our mission By respecting every individual's dignity and rights and by building up a trustworthy image of the Civil Service in the public's view, we secure the budget revenues in the most effective, efficient and unbiased way, thus enabling the Council of Ministers to achieve the economic, social and administrative goals, and fostering the economic development of the region at the same time.
Our vision We aim to be a high-quality and trustworthy institution that, owing to the staff's valuable experience and qualifications, fulfils the administrative tasks and continues to improve its organisation. The Tax Office in Plonsk is one of 400 tax offices in Poland and one of 51 tax offices under the Tax Chamber Warsaw. The area where Tax Chamber Warsaw (TCW) operates is the district of Mazovia, located in the centre of Poland, including Warsaw - the capital. We currently deliver services to 67,000 tax-payers in the Plonsk district and employ 73 people. 97% of our employees are members of the Civil Service Corps. 57% of our employees have university degrees.
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Our major results As far as customer satisfaction is concerned in 2001 –2003, we observed a positive tendency in results of 60.2%, 71.2% and 79.5%. However, the results in the area of “information availability” were alarming. These were 57%, 55% and 59% and were lower than the assumed objective of 60%. When CAF is in use, the customer satisfaction should reach 90% level. The results of our systematic research on employee satisfaction for 2001–2004 were 56%, 69%, 71% and 64%. The lack of stability of those results was the mean reason for adopting measures relating to recruitment. While implementing the system of quality management, we took advantage of the know-how of local government administration as well as PHARE programme experts to work out a method of evaluating customer and employee satisfaction. Citizen satisfaction is measured by means of a quantity method at least twice a year. Our customers are requested to fill in a closed question questionnaire. The total satisfaction level specified as a percentage is calculated as the arithmetical average of positive comments in eight questions. All answers are subject to detailed comparative analysis. We therefore receive information on employees' competence and politeness, availability of information, organisation and efficiency of work and our customers' preferences. Employee satisfaction is measured twice a year. Em-
