Introduction
Eswatini Revenue Service (ERS) embarked on a strategic transformation to replace legacy tax administration systems with a secure, scalable, and future-ready platform. In partnership with RIA Advisory and C2D Services, ERS launched TaxEase™ powered by Oracle Revenue Management and Billing (ORMB) & RIA tools, on Oracle Cloud Infrastructure (OCI) to centralize operations, improve data integrity, and enable real-time visibility. ERS has established a benchmark in Africa for revenue collection, delivering a step-change in efficiency. This initiative also marked the first-ever public sector deployment of ORMB, setting a new benchmark for innovation in tax administration. This implementation established the foundation for advancing digital service delivery, strengthening compliance management, and enhancing taxpayer engagement.
“The impact has been profound — from improving compliance and operational efficiency to enhancing transparency and the overall taxpayer experience. With automation and robust self-service capabilities, we’ve achieved record revenue collections, higher customer satisfaction, and effective prevention of revenue leakage.
RIA Advisory’s leadership, deep ORMB expertise, and their commitment to understanding our unique context were instrumental to this success. Their collaborative and tailored approach enabled us to realize a truly modern, world-class tax solution”.
— Commissioner General, Eswatini Revenue Service
Business Challenges
ERS set out to replace its legacy tax systems with a modern platform to improve digital service delivery, enable knowledge transfer, and manage fragmented data and the migration of 15+ years of taxpayer records.
- Need to surpass limitations of heavy budget mobilization while ensuring operational efficiency.
- Challenges in reducing development costs, integrating with existing systems, and scaling upgrades created cost-efficiency issues.
- Technological risks from outdated problems of traditional models & insufficient continuous improvement are a constant bottleneck for new innovations.
- Decentralized manual processes & human errors in an unsecured digital environment increased the risk of revenue leakage.
- Clumsy user experience and non-responsive inquiry resolution at taxpayer’s level hampered their trust and degraded voluntary tax compliance.
- Unable to implement tax changes quickly.
“The successful implementation of the TaxEase system at Eswatini Revenue Service (ERS) represents a transformative milestone in our journey to modernize tax administration. Transitioning from a legacy system to a flexible, future-ready platform built on Oracle Revenue Management and Billing (ORMB) was not only a significant leap for ERS, but also the first public sector deployment of its kind.”— Commissioner General, Eswatini Revenue Service
Solution/Services Highlights
To address these challenges, ERS engaged RIA and C2D to design and implement a secure, scalable solution leveraging Oracle technologies and modern digital platforms.
- SaaS-based ORMB (Oracle Revenue Management & Billing) was applied on a subscription-based model, providing a flexible, scalable, billing and revenue realization in a single centralized platform.
- RIA, with its proven expertise in ORMB implementation, enabled enhanced transformation architecture in highly secure environment and deployed it on Oracle Cloud Infrastructure Services (OCI).
- Using RIA Data Migration and Integration Hub, complex data migrations were resolved, and it was managed seamlessly, with a single point of contact established for project support services.
- The launch of ERS’s first automated self-service portal (built on RIA Customer Self Service platform), TaxEase™ boosted transparency, ease of use, and digital engagement across the taxpayer community.
Benefits to the Client
To advance ERS’s strategic objectives, RIA delivered the following benefits:
- Seamless compatibility with ORMB and integration across systems advanced digital service delivery benchmarks.
- Future-proofed tax administration by leveraging real-time data visibility and data-driven analytics to support better business decisions.
- Deeper, firsthand insight into taxpayer trends, compliance, and revenue collection reduced leakage.
- Seamless migration of 15+ years of legacy data without discrepancies.
- Agile tax policy processes and adaptability in revenue law administration.
- Continuous improvement methodologies unlocked space for new business innovations.
- Enhanced user experience strengthened taxpayer trust and confidence in ERS.
- TaxEase™, ERS’s self-service portal, became the first-ever successful public sector Oracle Revenue Management & Billing deployment.
- Established the foundation for next-generation tax reforms and efficient management of complex systems.
Industry – Public Sector/Financial Services
Region – Africa
About ERS
Established in 2011 under the Eswatini Revenue Authority Act, the Eswatini Revenue Service (ERS) is the national agency responsible for administering tax laws and overseeing the collection of taxes and other revenue streams. Operating under the governance of the Honorable Minister of Finance, ERS is mandated to enhance tax compliance, strengthen revenue mobilization, and implement systems that drive operational efficiency. The organization also maintains strategic partnerships with leading international bodies, including the African Tax Administration Forum (ATAF), the World Customs Organization (WCO), the Commonwealth Association of Tax Administrators (CATA), and the International Monetary Fund (IMF).
ERS aims to deliver superior customer service, facilitate tax education, and foster economic development within Eswatini.
