126151 SARS Strategic Performance Plan Cover NEW

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TAX OMBUD ANNUAL PERFORMANCE PLAN 2020-2021

TAX OMBUD ANNUAL PERFORMANCE PLAN 2020-2021

TABLE OF CONTENTS

MESSAGE BY THE MINISTER OF FINANCE

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ABBREVIATIONS

FOREWORD BY THE TAX OMBUD

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OVERVIEW BY THE CHIEF EXECUTIVE OFFICER

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PART A STRATEGIC OVERVIEW

1

APP

Annual Performance Plan

CPI

Consumer Price Index

ENE

Estimates of National Expenditure

1.

VISION

1

ENPS

Employee Net Promoter Score

2.

MISSION

1

GDP

Gross Domestic Product

3.

VALUES

1

IT

Information Technology

4.

LEGISLATIVE AND OTHER MANDATES

2

LBC

Large Business Centre

4.1.

CONSTITUTIONAL MANDATE

2

MoU

Memorandum of Understanding

4.2.

TAX ADMINISTRATION ACT 28 OF 2011

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MTBPS

Medium Term Budget Policy Statement

5.

SITUATIONAL ANALYSIS

2

MTEF

Medium Term Expenditure Framework

5.1.

PERFORMANCE ENVIRONMENT

2

OTO

Office of the Tax Ombud

5.2.

ORGANISATIONAL ENVIRONMENT

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PESTEL

Political, Economic, Social, Technological, Environmental, and Legal

5.3.

COMPLAINTS RESOLUTION CORE PROCESS

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SARS

South African Revenue Service

PART B PROGRAMME PLANS

SLA

Service Level Agreement

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SWOT

Strengths, Weaknesses, Opportunities, and Threats

TAA

Tax Administration Act

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STRATEGIC OUTCOME ORIENTED GOALS

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TID

Technical Indicator Description

7.

OFFICE OF THE TAX OMBUD ANNUAL PLAN

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TO

Tax Ombud

8.

RESOURCE CONSIDERATION

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VAT

Value Added Tax

9.

RISK MANAGEMENT

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10.

TECHNICAL INDICATOR DESCRIPTIONS

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11.

KEY CONCEPTS

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ABBREVIATIONS

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