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Upping its Capabilities

This enterprise achieved operational excellence through Nihilent's patented change management framework.


The customer is a Government entity in Tanzania, which was established in 1996 for administering impartially various taxes of the Central Government. Over the years the agency has matured from a tax administration that provides tax type services for revenue collection to an efficient organization that delivers one-stop shop services for all types of taxes. To evolve to the next orbit of serving the customers better, the agency sought to craft a ‘Corporate Plan’ addressing changes in its operating environment which include the level of sophistication of stakeholders, the desire to offer services that meet or exceed customer expectations, and the Government’s need to be more self-reliant by increasing domestic revenue mobilization to an eventual reduction in aid dependency in the Government budget.


In its pursuit of excellence, the agency wanted to review its corporate planning processes in terms of using modern management tools to enhance the effectiveness of the corporate plan design, execution, monitoring, and evaluation capability.


The Business Transformation Practice at Nihilent proposed an inclusive, balanced, bottom-up business planning best practice approach, which not only guaranteed ownership and successful execution but also enabled the building of an internal capability around business planning. The underpinning element of the proposed solution was MC3 ® – Nihilent’s patented change management framework. The framework adopts a cybernetic (cause and effect) approach because, like the laws that govern nature, everything a company does is governed by what it is.


  • Communication of corporate goals.
  • Organizational alignment and integration.
  • Strategic feedback and learning motivated action by role players.
  • Drive Nation building.