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.
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.