Africa-Press – Eswatini. ERS Board Chairperson David Dlamini says the organisation is successfully transforming from an “authority” to a “service-driven” institution, while delivering stronger revenue performance and improving client satisfaction across the country.
The Eswatini Revenue Service (ERS) has delivered a strong performance for the 2024/2025 financial year, exceeding its revenue collection target while advancing a major transformation aimed at improving client service, efficiency and voluntary tax compliance.
In his official statement contained in the financial report released yesterday, the Chairperson highlighted that the organisation continued implementing its 2024–2027 strategic plan, which is designed to modernise operations and strengthen service delivery. The strategy signals a deliberate shift toward making compliance easier for clients and improving trade facilitation.
The results of this transformation are already visible. Client satisfaction improved significantly, with the Net Promoter Score rising from 62.5 in 2023/24 to 77.7 in 2024/25, an encouraging sign that taxpayers are increasingly satisfied with ERS services.
A major milestone was the organisation surpassing its revenue target. ERS collected E14.612 billion against a target of E14.556 billion, demonstrating strong performance and commitment from staff and stakeholders. The Chairperson praised employees for their dedication, noting that their efforts continue to ensure the organisation fulfills its mandate year after year.
The report also highlights continued progress in improving efficiency and strengthening internal work relations. During the year, ERS launched programmes such as the Employee Value Proposition (EVP), expanded trade facilitation initiatives, and accelerated its digitalisation programme to enhance service delivery.
ERS remains committed to its long-term vision of achieving 100% voluntary compliance in the Kingdom of Eswatini. This vision is supported by a digital and data-driven approach aimed at strengthening partnerships with stakeholders and simplifying compliance processes.
The organisation also hosted a client appreciation day to recognise compliant taxpayers and encourage continued cooperation. This initiative reflects ERS’s commitment to building strong relationships with clients and promoting a culture of compliance that benefits the national fiscus.
The Chairperson acknowledged the continued support of the Ministry of Finance and the guidance of the ERS Board of Directors, noting their critical role in helping the organisation respond to emerging challenges and drive progress.
The latest results position ERS as a key contributor to national development, with improved services, strong revenue performance and a clear roadmap for future growth.
