The ZIMRA Change Management programme started full throttle with a high-level workshop, which took place at a hotel in Juliusdale from 20 October to 24 October 2019.

Among those who attended the workshop were the ZIMRA Director of Strategy Mr Joey Shumbamhini, the ZIMRA Change Management Programme Chairperson Mr Batsirai Chadzingwa, and a whole host of managers from different divisions and Regions. This team has been selected as the lead agents of the ZIMRA Change Management, which is expected to breathe fresh air in the way that the Authority conducts its business.

The ZIMRA Change Management has ten main objectives, which include elimination of fear and foster innovation within the Authority. The other main objective is to eliminate silos and foster a culture of teamwork within ZIMRA. Another major objective of the change management programme is to increase staff and client satisfaction and to strengthen the ZIMRA image through a robust rebranding exercise.

“As an organisation, we are basically changing so that we achieve our strategic goals as enunciated in our five year strategic plan. As ZIMRA, we are changing three things, mainly the organisation, the people the processes and systems,” said Mr Joey Shumbamhini, the Director of Research and Strategy in the Zimbabwe Revenue Authority. 

Mr Shumbamhini highlighted that some of the major take aways from last week’s workshop included lack of effective communication among divisions, low staff morale, culture of fear within the Authority and a general lack of trust among ZIMRA personnel.

“To this effect, change management is coming in to correct and rectify some of these glaring shortcomings which have a potential to undermine the successful execution of our mandate as an organisation,” said Mr Shumbamhini.

ZIMRA is embarking on a robust change management programme, which shall see a drastic transformation of the way the Authority conducts its business. The change management programme is part of the Authority’s 5-year strategy, which runs from 2019 to 2023.  

Teams conduct building exercises

Attendees follow proceedings as the consultant during the Change Management Workshop

The business community seems to be taking seriously the ZIMRA client education initiatives, if numbers which attended the Mutare Breakfast meeting are anything to go by. The breakfast meeting was convened by the ZIMRA management team in Mutare to explain contents of the 2019 National budget and how it impacts on business operations. The meeting was attended by players in the Mutare business community, Small and Medium Enterprises representatives, and a number of associations in the freight and forwarding industry.

As part of its stakeholder relationship-building programme, the Zimbabwe Revenue Authority (ZIMRA) commemorated the International Customs Day in Victoria Falls with attendees coming from various players in the freight forwarding industry, security services, local government including the Victoria Falls Mayor and the District Administrator and a delegation from the Zambia Revenue Authority. The theme for this year’s event was “SMART borders for seamless Trade, Travel and Transport.”

The 2019, 8th edition of the Zimtrade Annual Exporters Conference rolled into life on 17 – 18 October 2019 under the theme Rethink, Reform, Export” with the support of policy makers, experts, development cooperation partners and stakeholders such as the Zimbabwe Revenue Authority,(ZIMRA).

The conference, which was held in Bulawayo for the first time since inception in 2012, attracted more than 500 local and foreign delegates, among them captains of industry, government officials, exporters, buyers and private and public players in the economy.

Guest of Honour at the conference, His Excellency President E.D Mnangagwa underscored the need for engagement across all sectors of the economy to forge strong business linkages and to create a strong environment for export growth.

“I am honoured to officiate at this occasion. I attended last year’s event and realised that it gave a platform for constructive dialogue that creates an enabling environment to boost trade. I am pleased that 2019 has depth and an analytical approach, giving us an opportunity to exchange ideas, to stimulate productivity and economic growth through an export driven strategy. It is befitting that the conference is being held in Bulawayo as it is a special economic zone. The theme of this conference is timely because it challenges all stakeholders to introspect and to increase foreign currency generation,” said Honourable Munangagwa.

He added that there is need for urgent private and public synergies to stabilise and grow the economy under the banner Zimbabwe is open for business”.

As part of the Discussants at the same conference under the session, ”Reforming the Policy environment, for Zimbabwe’s export growth, Commissioner General for ZIMRA, Ms Faith Mazani said  that ZIMRA was ready to advocate to and to  implement policies that will go a long way in broadening exports.

“ZIMRA stands firm in spearheading innovation and coordination and to work with all stakeholders in the export sector. I implore you therefore to work with us in increasing tax and duty compliance. Once we take this burden and carry it together, we can truly succeed. We need to share the burden equally, it is unfortunate that a few are complying with their tax obligations, said Ms Mazani.

She added that Zimbabwe should fight against corruption as the cost of corruption is destroying the nation.

The Zimtrade annual conference aims to foster dialogue and linkages between delegates and business leaders from different sectors and to come up with solutions will improve Zimbabwe’s trade balance. Zimtrade has also successfully driven the Market for Eastern and Southern Africa trade agreements to which Zimbabwe is a signatory and has opened up more markets for locally value-added manufactured products.

Players from the tourism sector took some time to meet with ZIMRA Region 2 to discuss challenges being faced in the industry and how to improve the modalities of doing business in the sector.

The Zimbabwe Revenue Authority (ZIMRA) attained a Client Satisfaction Index (CSI) of 72% for Q1, 2025, a significant increase from the Q4, 2024 index of 69% based on the 14 service dimensions that were measured during the survey.  Precise Management and Research Consultancy, was the supplier that carried out the Research on ZIMRA’s behalf to assess service delivery and enhance stakeholder engagement.

The survey was both qualitative and quantitative and reached the following key market segments: Tax Accountants, Clearing Agents, Transporters, Importers, Exporters, and Government Departments, SMEs, Cross-border Traders and NGOs. The Q1, 2025 responses were drawn from 3267 up from 643 respondents who participated in the survey in Q4, 2025.

The respondents were drawn from all the regions and the regional ratings were as follows from the researcher’s observations:

The Customer Satisfaction Index by Service Attributes were as follows:

 ZIMRA will continue to increase education and awareness to and invest in stronger taxpayer education initiatives and clearer communication on tax obligations. An action plan will be developed to address gaps in Q2, 2025. ZIMRA will carry out the same exercise for Q2, 2025.

ZIMRA snatched the ZNCC BEST PUBLIC ENTERPRISE OF THE YEAR AWARD for Matabeleland Region amid pomp and fanfare at a colourful ceremony held in Bulawayo last Friday.

The Zimbabwe National Chamber of Commerce (ZNCC) annual Business Awards seek to honour and recognise business excellence and acumen leadership exhibited by business leaders such as ZIMRA.

ZIMRA won the award owing to its responsibility in creating and enhancing economic growth, promotion and the increased the use of local suppliers, content and materials in its operations and those of suppliers and partners with a proven track record during the year 2018 as deemed so by the independent adjudication committee that sat on Wednesday 5th of June 2019 in Bulawayo.

On 31 January 2019, ZIMRA Region 3 held a Breakfast meeting to discuss highlights of the 2019 budget announced by the minister of Finance on 22 November 2018. The meeting was held in line with the CG’s thrust of building partnerships with stakeholders.

By Severino Garah

In a heartwarming display of community spirit, the Zimbabwe Revenue Authority (ZIMRA) has stepped up to support those in need, making a significant impact on the lives of the elderly at Bumhudzo Old People’s Home in Chitungwiza.

This generous initiative saw the donation of clothes, shoes and winter wear, all aimed at warming both body and soul during the chilly months.

Last year, the ZIMRA Charity Trust launched a campaign encouraging ZIMRA staff to declutter their wardrobes for a noble cause. The response was nothing short of inspiring, as employees rallied together throughout November and December, generously contributing items to help those less fortunate.

The collected treasures found a new home at Bumhudzo, while another consignment of children’s clothing is set to bring smiles to yet another care facility. The elderly inmates showed their appreciation to ZIMRA through song and dance.

Major Marere, the Director of Special Services at Bumhudzo, expressed heartfelt gratitude upon receiving the donations. She emphasized the home’s reliance on the kindness of well-wishers to provide essential care for the elderly residents.

Bumhudzo, a sanctuary run by the Salvation Army, is home to four remarkable centenarians, including the beloved sekuru Ticha, who at 107 years young, celebrated the occasion with a joyful song and dance in appreciation of ZIMRA’s generosity.

The ZIMRA team was not only touched by the spirit of giving but also inspired by the sustainable projects flourishing at Bumhudzo. They were particularly impressed by the home’s innovative horticulture initiative, which utilizes a greenhouse donated by ZIMRA as part of its Corporate Social Responsibility efforts. This project not only provides fresh produce for the residents but also fosters a sense of community and purpose.

Sekuru Ticha (107years), dressed neatly, standing at the table with donations from ZIMRA.

The Charity Trust Chairman, Mrs Cynthia Mugwira-Jowa commended staff for their incredible generosity and urged them to continue making a difference in their communities. ZIMRA’s efforts are a shining example of how collective action can transform lives, proving that even small acts of kindness can create waves of positive change.

In a world that often feels disconnected, ZIMRA’s commitment to giving back serves as a powerful reminder of the impact we can have when we come together to support one another.

Bumhudzo Old People’s Home is a beneficiary of a greenhouse donated by the ZIMRA Charity Trust in 2018, as part of ZIMRA’s Corporate Social Responsibility footprints.