Aayakar Seva Kendra

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Shankar BoseInspector of Income-tax

MSTU, Puri

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What taxpayers’ get.• The Aayakar Seva Kendra represents a single window system

for registration of all taxpayers applications / returns.

• Application could be filed in person as well as through a drop box facility.

• System generated unique acknowledgement number issued on the spot.

• Used for monitoring the status of applications & returns.

• Information regarding resolution of requested services could be obtained from the ASK.

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What is Aayakar Seva Kendra

• Department’s flagship project for integrated service delivery.

• A multi-faceted mechanism for achieving excellence in public services delivery reflecting the new Quality policy of the Income-tax department.

• A single point of contact for the taxpayers where taxpayer request for services including grievances are registered and acknowledged through unique identifier for tracking the request throughout its life-cycle.

• Guided by Sevottam, a service quality management framework for government organisations and reflects a change in mindset of the Income-tax Department from an exclusive enforcement agency to that of a service provider as well.

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Changing face of tax administration – Changing role and priority

• Providing Quality Tax Payers Services.

• To detect & Penalise Non-compliance.

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Kelkar Committee Report

• From Purely Enforcement Agency

• Primarily Service Oriented

• Greater Emphasis on Elaborate Tax Payers Services

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Changing face of tax administration – Changing role and priority

• From Administrator to service provider.• Introduction of Public Service Bill.• Right to Information Act.• Creation of Ombudsman.• Citizens Character. Have you seen it?• Is it enforceable?

Changing face of tax administration – Changing role and priority

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• Why Tax Payers Services?

• One of the Essentials of a Good Tax System.

Changing face of tax administration – Changing role and priority

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• Tax Payer Services : Definition : Provision of information and material by the Tax Administration to the general mass of tax payers so as to facilitate compliance with tax laws.

• Reason for Priority : Growing Economy. Large Tax Payer Bases.

• Thus the Shift of Role Focus.

Changing face of tax administration – Changing role and priority

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• Does this Shift of focus implies abandonment of its traditional role of Enforcement?

• Tax Payers are ‘customers’ or ‘clients’ for the Tax Department.

• How is that different from being called assessee?

• Difference lies in Attitude & Approach to be adopted.

Changing face of tax administration – Changing role and priority

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Why and how?

• Tax Payers Services encourages voluntary compliance.

• Range of Services– Publication :• Tax Guides (Instructions)• Pamphlets and Bulletins • Audio Cassettes for visually impaired• Newspaper tax supplements• Reminders in Press

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Media :

• Radio or Television commercials • Special Television programmes • Video Cassettes• Press Conferences

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Range of Services....

Media :

• Radio or Television commercials• Special Television programmes • Video Cassettes• Press Conferences

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Range of Services....

• Telephone : Contact

• Telephone Assistance

• Tele Info.

• IVRS

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Range of Services....

• Personal Contacts–Walk in clinics (help centres).–Tax clinics.

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Range of Services....

Important points

• Services are deliverable products which are intangible.

• The customer/client served should be able to feel satisfied, elated, happy and delighted.

• The key ingredients are (A) People (B) Physical Evidence (C) Process.

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• In this project:

• Every Officer is a PRO.

• Role to project an “assessee friendly” image.

• Citizens Charter lays down the expectations.

• Refund : Most sensitive. Considerable bad image.

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Important points

• Handling complaints.

– Society is becoming more aware and confident about complaining.

– Receiving a complaint what not to Say or Do.

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Important points

Don’t say:

• I don’t see what the problem is.• Could you call back tomorrow.• It’s not our policy.• There’s no one here who can help you.• You’re not the first person to complain about that.• I’m going on holiday tomorrow.• I’m new here.• It’s not my job.

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And don’t:

• Justify. The problem-callers are not interested in our problems, just what you’re going to do about their problem.

• Make excuses – acknowledge the problem, then get on and solve it.

• Make unrealistic promises.

• Take it personally or allocate blame-it will result in emotional behaviour, defensiveness and aggression.

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Building Blocks for Success(4As)

• Attitude: A complaint is an opportunity to improve, a positive attitude will help you handle it successfully.

• Acknowledgement: How would you feel if this happened to you? Listen actively, ask open questions, acknowledge there is cause for complaint, show empathy.

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Managing Aggression and Rudeness

• Aggression:•Don’t enter into an argument.•Allow the caller to let off steam.•Don’t interrupt.•Put the 4As into action.

• Rudeness:•Ignore the rudeness.•Don’t retaliate.•Don’t take it personally.•Pt the 4As into action.

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The 4 As

• Attitude.

• Acknowledgement.

• Agreement.

• Action.

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Thank You

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