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6.1.3 CHALLENGES & MITIGATION 1. Resistance to change: Develop a compelling case for change; constitute a guiding coalition to evangelise change; provide comprehensive training, emphasise the benefits, involve stakeholders throughout the process, and ensure effective wide and deep communication. 2. Data privacy and security: Implement robust security measures, comply with relevant regulations, maintain transparency about data handling practices, and regularly review and update security protocols. 3. Technical challenges: Ensure clear accountability, adequate resources & expertise; develop contingency plans; institute strong collaboration with technical partners to address issues during implementation 4. Regulatory Compliance: Regularly monitor changes in relevant legislation & regulations and update the platform accordingly to ensure adherence to legal, regulatory and governance requirements. 6.1.4 CRITICAL SUCCESS FACTORS 1. Leadership & Commitment: Strong & visible leadership from the CEO; Securing buy-in from executive management, maintaining a clear vision, and ensuring adequate resources and support throughout the implementation process. 2. Culture and Collaboration: Engaging with stakeholders, openness to change, fostering a culture of innovation, and leveraging partnerships with relevant government agencies, technology service providers and industry experts. 3. Start with the user, not with the data: Start with genuine empathy for the user, prioritise the real-time experiences of taxpayers/traders & staff in the platform design, functionality, features, and accessibility, whilst maintaining focus on continuous improvement
deep learning, data analytics, to create an intelligent adaptable platform responsive to user needs whilst identifying patterns & trends, opportunities for automation, and insight driven decisions 5. Appropriate management of resources: Strategic managing and deployment and managing of people; Allocation of financial, technological and material resources to ensure ongoing maintenance of the digital platform whilst maximising the potential benefits and long-term sustainability 6. Define winning up front: What gets measured gets done - choose the right metrics; identify the levers that will move the dials 6.1.5 OUTCOMES The successful implementation of a modern Tax Administration Platform will achieve the following six outcomes : 1. Improve Voluntary Compliance 2. Enhance Taxpayer Experience 3. Enhance Employee Engagement 4. Streamline Internal Processes 5. Improve Operational Efficiency 6. Maximise Long-term Sustainability 6.2 GENERATIONAL PROGRAMMES The following generational programmes are implicit in the “smart digital administration platform”, contribute to our vision of a “smart modern SARS, and advance our strategic intent of voluntary compliance: 1. Prepare and up skill our staff to be relevant in the future world of work 2. Establish a unique digital identity 3. Create a comprehensive taxpayer account 4. Modernising the case management system 5. Embed an “entity-based” compliance model on the administration platform 6. Partner with SARB to leverage the instant payment system 7. Modernise VAT administration 8. Modernise Customs & Excise administration
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Intelligent digital platform: Integrate advanced technologies such as artificial intelligence, machine &
SARS Modernisation White Paper 2025/26 – 2029/30
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