REGTSA

Collecting tax doesn’t need to be taxing.

The Regional Tax Management and Collection Agency of Salamanca (REGTSA) started life as a small authority responsible for administering local taxes. Two decades later, guided by The EFQM Model, it has become a benchmark for public sector excellence in Spain, Europe and Latin America.

By the early 2000s, public sector organisations like REGTSA were asked to compete for contracts against private sector organisations to supply core public services.

REGTSA’s previous model was no longer working everywhere. Different municipalities and taxpayers had different needs.

The agency started using The EFQM Model in 2002. Carrying out self-assessments every two years, supported by independent external assessments to gain EFQM recognition.

With The EFQM Model as a guide, REGTSA leaders could step back, question previous assumptions, and rethink how they worked with councils and citizens.

Agility couldn’t just be an aspiration. it had to become standard practice.

The shift was cultural as much as operational.

Instead of applying the same services and processes, REGTSA developed tailored frameworks for each municipality. Local councils now receive services designed around their priorities, at lower cost and with greater transparency. For citizens, it became simpler and cheaper to pay taxes.

This ‘win-win’ partnership approach puts long-term trust and public value at the heart of tax collection. In Salamanca, and beyond.

REGTSA’s agility means it can now adapt quickly to cater for the different needs of any local authority, based on a more nuanced understanding of data, demand and behaviour.

The result: less money lost to administration, more available for essential services in the communities themselves.

“Using The EFQM Model has allowed us to turn a small public organisation into a benchmark in the public sector. The model allows us to be proud of our achievements while also filling us with humility for all the improvements that lie ahead.”

Manuel Fco. Rodríguez Maseda, CEO REGTSA

Over two decades, REGTSA has built a reputation for responsiveness and reliability. Evidenced by improvements in metrics including customer perception, operational efficiency, economic sustainability and internal satisfaction.

Tax collection agencies don’t tend to be popular, but REGTSA has an enviable 100% Net Promoter Score.

Its long-term partnership model means that any cost savings generated are shared with the local municipalities it supports.

So not only does REGTSA help councils save money, it also injects even more back into the local economy.

REGTSA’s Horizon 2035 vision is bold and clear: to become a fully digital, citizen-first public agency. Intelligent, collaborative, and driven by real-time data.

The next phase of transformation is already underway.

Artificial intelligence and more automated processes will improve accuracy. Smarter knowledge management will turn insight into action. Collaboration with other public bodies will ensure joined-up services across Salamanca and beyond. And a new HR plan will bring fresh skills and generational renewal.

Through it all, The EFQM Model will continue to guide REGTSA — helping the agency grow with purpose, stay accountable, and set the standard for excellence in public service.

With a clear vision, a culture of learning, and ambitious model that puts local taxpayers first, REGTSA is showing how public institutions can lead — not follow — in shaping management of local government in the future.