Imagine a human resources management (HRM) system as intricate as a labyrinth—even with cutting-edge tools, finding a clear path forward remains elusive. The Ghana Revenue Authority (GRA) faces precisely this challenge. Despite substantial investments in HR reforms and modernization, the absence of a competency-based framework has left the organization navigating without a compass. To address this, the GRA sought international collaboration, embarking on a transformative journey with support from the World Customs Organization (WCO).
A Strategic Commitment to Modernization
Since its establishment, the GRA has prioritized human resources management as a strategic imperative, driving reforms and modernization efforts. To achieve these goals, the authority partnered with multiple international organizations and donors, including the German Agency for International Cooperation (GIZ), the International Monetary Fund (IMF), the World Bank, and the Danish International Development Agency (DANIDA). With their support, the GRA launched a series of modernization initiatives spanning all facets of HR management.
International Expertise to Chart the Course
From November 14 to 17, 2016, at the GRA’s request, a support team from the WCO West and Central Africa Capacity Building Project (WCO WACAM Project)—funded by Sweden—was deployed to Accra to assist the modernization service and HR departments. The mission included a regional HR expert from West and Central Africa. Its primary objective was to develop a clear roadmap to guide the GRA’s HR modernization efforts.
The assessment revealed that while the GRA’s HR department had collaborated with donors to produce valuable documents and tools, a critical gap persisted: the lack of a competency-based approach. Specifically, the authority lacked essential tools such as a job catalog, competency framework, competency dictionary, and competency-based job descriptions—all vital for building an efficient, equitable, and strategic HR system.
Building a Competency-Based Framework
During the mission, the expert team detailed the WCO WACAM Project’s methodology for developing these tools, sharing international best practices to help the GRA establish a tailored competency model aligned with global standards. The collaboration culminated in a high-level meeting with the GRA’s steering committee, attended by representatives from GIZ and DANIDA, to review and approve the HR modernization roadmap.
Key Pillars of the HR Modernization Roadmap
The roadmap outlines actionable steps across five critical areas:
- Competency-Based HR System: Develop foundational tools—including a job catalog, competency framework, and competency-based job descriptions—to enhance recruitment, training, performance management, and career development.
- Streamlined Recruitment: Optimize hiring processes to attract top talent through improved channels, scientific assessments, and equitable selection mechanisms.
- Employee Development: Strengthen training programs and career growth opportunities to boost engagement, skills, and retention.
- Performance Management: Implement clearer goals, objective evaluations, and structured improvement plans to align individual performance with organizational objectives.
- HR Department Capacity: Elevate the HR team’s expertise, service delivery, and technological infrastructure to better support the GRA’s strategic vision.
A Model for Broader Impact
The WCO’s support transcends technical assistance, representing a strategic partnership to institutionalize efficient, equitable HR practices. By adopting these reforms, the GRA aims to enhance operational efficiency and contribute to Ghana’s economic growth. The collaboration also offers a replicable model for other developing nations seeking to strengthen HR management through international cooperation.
Moving forward, the GRA will continue working with the WCO and global partners to advance its modernization agenda. Through innovation and knowledge-sharing, the authority aspires to cultivate a highly skilled, professional workforce capable of driving Ghana’s socioeconomic progress.