Reforming a tax administration is essential for achieving greater efficiency, transparency, and public trust. This piece shares principles and lessons for driving sustainable change, focusing on the human factors that make reform succeed.
Reform Is Human
Tax administration reform is not just technical work—it is human work. Institutions thrive when people take ownership, believe in the mission, and understand that progress depends as much on people as on systems. This holds true in daily operations as well.
Real reform often begins with one strong leader. It’s not about decades of tax experience—it’s about the will to make things better and the skill to inspire others. A good leader doesn’t need to know every audit rule or IT detail—they need to trust people, delegate well, and keep the big picture in focus. Many Directors General (DGs) fall into the trap of micromanagement. But telling people what to do turns capable teams into passive implementers. A DG’s greatest value is not in doing, but in building a team that does. Staff should never bring just problems; they should come up with ideas for solutions. Reform is a marathon, not a sprint. DGs are human too. Closing the laptop at 6 PM, getting exercise, and spending time with family keep leaders energized for the years-long task of reform.
Change doesn’t rest on top leadership alone. Middle managers—sector heads between executives and frontline staff—are the engine of reform. They see inefficiencies daily and have the credibility to fix them. The best middle managers aren’t just competent, they collaborate. They break silos, replace “us vs. them” with “us all,” and help each other succeed. Reform demands cross-functional alignment and people willing to adapt, learn, and grow. New staff with fresh eyes can outperform veterans stuck in old ways. Tax administrations should hire diverse profiles—not just people with readily available tax skills but those with the ability to learn.
Delegation is not abdication—it’s deliberate sharing of responsibility. Reform tasks must be assigned to capable people who are trusted to deliver. A dedicated transformation team is vital—because reform is a full-time job. Success comes from clear accountability and distributed action, not endless meetings. For example, when building a new app, the reform leader shouldn’t review every wireframe. Their job is to ensure the team has the authority and capacity to build something user-friendly, secure, and scalable.
Three Pillars: Governance, Accountability, Ownership
Real reform stands on three pillars:
- Governance: Clear systems that keep work going even when leaders step away. It’s not about control but about structures, shared values, and defined roles—so the system runs sustainably, and things work without any one manager having to be there.
- Accountability: Being responsible for outcomes, not just activities. It’s the difference between saying “I replied” and asking, “Did my reply help solve the problem?”
- Ownership: Seeing yourself as part of the solution. It’s taking initiative, fixing what’s broken, and proposing improvements—because no one knows the flaws and fixes better than the people doing the work.
People Make Reform Happen
No tax administration improves through systems alone—people make change happen. They must feel respected and supported. Poor working conditions or toxic environments kill motivation. Caring for staff means providing safe, functional workplaces, fair workloads, and protection from bad leadership. It means training not just on tax laws but also on soft skills like communication and empathy—because trust in the administration is not about tax policy, it is about how taxpayers are treated.
Advisors: Partners, Not Preachers
Good advisors don’t impose change—they make institutions want it. They share examples, ask questions, speak honestly about human challenges (including when staff attitudes must change), and help leaders see possibilities. Their real impact is not always visible in new laws or systems—but in better conversations, stronger teams, and mindsets ready for reform.
Commitment Beats Interest
Interest alone is not enough—commitment is what drives reform. It shows up when sector heads talk to each other unprompted, when a DG shifts from daily firefighting to a medium-term plan, and when people say, “If we don’t do it, no one will.”
Progress, Not Perfection
A common trap is delaying because the solution is not yet perfect. But waiting for perfect means nothing moves. Reform succeeds through steady progress, timely delivery, and learning from mistakes. Good enough at the right time is good, but perfect too late is useless.
Quiet Work, Big Impact
Tax reform is slow, quiet work. The world rarely sees the meetings, dismantled silos, or the tough calls. But inside the administration, people feel the shift from inertia to intent—and that is success. To everyone leading, advising, or sustaining reform: your work matters. Change is possible. And it always begins with people.
Conclusion
Reforming tax administrations is a complex but essential task that hinges on human factors. Strong leadership, empowered middle managers, effective delegation, and a commitment to governance, accountability, and ownership are key. By fostering a supportive environment and embracing steady progress, tax administrations can achieve sustainable change. Remember, the journey of reform is a marathon, not a sprint, and it always begins with people. To everyone leading, advising, or sustaining reform: your work matters. Change is possible, and it always begins with people.
