Browsing by Author "KALEMA HUDSON"

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    Enhancing Client Feedback Management At The Uganda revenue Authority
    (Makerere University Business School, 2024-09) KALEMA HUDSON
    This study examined the effectiveness of client feedback management practices at Uganda Revenue Authority (URA), focusing on the use of various feedback channels, data analysis, and the role of organizational culture. The findings revealed that URA mostly relies on virtual platforms like emails, websites, social media, and CRM systems to collect feedback, highlighting the organization’s focus on leveraging digital tools for maintaining communication with a broad client base. While this approach is effective, it underscores the need for more personalized and automated feedback processes. A positive outcome is URA's strong organizational attitude toward feedback collection, with staff demonstrating a clear willingness to engage with clients and address their concerns. However, the study identified key areas for improvement, including feedback data analysis, response timelines and quality monitoring. Current feedback processes are hampered by the moderate use of advanced data analysis tools such as Artificial Intelligence (AI), which could help streamline feedback handling and generate actionable insights more efficiently. Another critical finding was the limited personalization of feedback responses, as many interactions follow a standardized format, which fails to address individual client needs effectively, diminishing the potential for building stronger client relationships. Additionally, the study indicated URA’s inconsistency in utilizing customer satisfaction metrics like Customer Satisfaction (CSAT), making it challenging to measure timeseries satisfaction accurately, and make necessary service adjustments. The study also points out management and cultural gaps, including implementation of non-uniform standards for feedback collection and prevalent misconceptions among staff regarding the importance of client feedback, which hinder the integration of feedback into URA's decision-making processes and limit opportunities for long-term service improvements. To address these challenges, the study recommends several key strategies, such as enhancing feedback response times by incorporating key performance indicators (KPIs) tied to feedback into staff evaluations and introducing performance incentives to encourage quicker issue resolutions. Furthermore, URA ought to integrate feedback reports into URA’s strategic decision-making processes, which can be achieved by aligning feedback with organizational goals, developing monitoring and evaluation (M&E) frameworks that use feedback as a performance metric, and creating a comprehensive client feedback management strategy. Automating the feedback process through AI for data and trend analysis is also recommended to improve URA's capacity to analyze large volumes of feedback, detect trends, and generate insights for decision-making. Additionally, the development of a formal client feedback policy and procedures would create a standardized framework for collecting, analyzing, and responding to feedback, ensuring that feedback management becomes a fundamental part of URA's operational strategy. Implementing these recommendations would enable URA to improve its client feedback management practices, leading to better service delivery, stronger relationships with clients and stakeholders, and alignment with both organizational and national strategic goals.
  • Thumbnail Image
    Item
    Enhancing Client Feedback Management At The Uganda revenue Authority
    (2024-09) KALEMA HUDSON
    This study examined the effectiveness of client feedback management practices at Uganda Revenue Authority (URA), focusing on the use of various feedback channels, data analysis, and the role of organizational culture. The findings revealed that URA mostly relies on virtual platforms like emails, websites, social media, and CRM systems to collect feedback, highlighting the organization’s focus on leveraging digital tools for maintaining communication with a broad client base. While this approach is effective, it underscores the need for more personalized and automated feedback processes. A positive outcome is URA's strong organizational attitude toward feedback collection, with staff demonstrating a clear willingness to engage with clients and address their concerns. However, the study identified key areas for improvement, including feedback data analysis, response timelines and quality monitoring. Current feedback processes are hampered by the moderate use of advanced data analysis tools such as Artificial Intelligence (AI), which could help streamline feedback handling and generate actionable insights more efficiently. Another critical finding was the limited personalization of feedback responses, as many interactions follow a standardized format, which fails to address individual client needs effectively, diminishing the potential for building stronger client relationships. Additionally, the study indicated URA’s inconsistency in utilizing customer satisfaction metrics like Customer Satisfaction (CSAT), making it challenging to measure timeseries satisfaction accurately, and make necessary service adjustments. The study also points out management and cultural gaps, including implementation of non-uniform standards for feedback collection and prevalent misconceptions among staff regarding the importance of client feedback, which hinder the integration of feedback into URA's decision-making processes and limit opportunities for long-term service improvements. To address these challenges, the study recommends several key strategies, such as enhancing feedback response times by incorporating key performance indicators (KPIs) tied to feedback into staff evaluations and introducing performance incentives to encourage quicker issue resolutions. Furthermore, URA ought to integrate feedback reports into URA’s strategic decision-making processes, which can be achieved by aligning feedback with organizational goals, developing monitoring and evaluation (M&E) frameworks that use feedback as a performance metric, and creating a comprehensive client feedback management strategy. Automating the feedback process through AI for data and trend analysis is also recommended to improve URA's capacity to analyze large volumes of feedback, detect trends, and generate insights for decision-making. Additionally, the development of a formal client feedback policy and procedures would create a standardized framework for collecting, analyzing, and responding to feedback, ensuring that feedback management becomes a fundamental part of URA's operational strategy. Implementing these recommendations would enable URA to improve its client feedback management practices, leading to better service delivery, stronger relationships with clients and stakeholders, and alignment with both organizational and national strategic goals.