SEVOTTAM( ASK )What is Aayakar Seva Kendra? By Shankar Bose Inspector of Income-tax MSTU, Puri
SEVOTTAM( ASK )Aimed at promoting “ Excellence in Service Delivery” through1. Implementation, monitoring & review of Citizen’s Charter, 20102. Receipt, redressal and prevention of public governance3. Capacity building both in terms of imparting training of its employees and creating infrastructure. The first step towards implementation of SEVOTTAM in the Income Tax Department wato review its existing 1998 Citizen’s Charter. Accordingly the new Citizen’s Charter containingdetails of service to be delivered with specific timelines was finalized in March, 2007. For ensuing continuous improvement in service delivery standards, the 2007 Citizen’sCharter was reviewed after extensive consultation with all the stakeholders across the countryand the new Citizen’s Charter 2010 was released on 24th July, 2010.What is Aayakar Seva Kendra? A multi-faceted mechanism for achieving excellence in public service 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 organizations, and reflects a change in mindset of the Income Tax Department from an exclusive enforcement agency to that of a service provider as well. ASK represents a new integrated problem solving approach of the Income Tax Department in the realm of citizen-centric service delivery.What taxpayers get? The Aayakar Seva Kendra represents a single window system for registration of all taxpayer applications/return. Application could be filed in person as well as through a drop box facility. System generated unique acknowledgment number issued on the spot. Used for monitoring the status of applications and returns. Information regarding resolution of requested services could be obtained from the ASK. The Department envisages ASK as the flagship project for integrated taxpayer service delivery.
Every Aayakar Seva Kendra includes Collection Area, May I help you Desk, FacilitationArea and a well furnished Lounge for taxpayers, equipped with computers, printers, LCD, PANKiosk, Water Dispenser, Q-Management System, Customized ATM etc. AAYAKAR Seva Kendra (ASK) is a one stop computerized shop for the taxpayers toobtain services promised by the Department in its Citizens’ Charter in a time bound manner. Inorder to achieve these objectives, Sevottam provides for a front office to be backed by re-engineered processes and a new outlook of the personnel so that grievances of taxpayers are notonly redressed quickly but also eventually prevented.The Income Tax Citizen’s charter:What they AIM:++ to issue refund along with interest, if any within 9 months from the end of the month in whichthe return complete in all respects is received.++ to give effect to appellate/revision order within 45 days from the date of receipt of theappellate/revision order by the A.O.++ to dispose of rectification application within 2 months from the end of the month in which theapplication is received.++ to issue refund including interest, if any, arising from proceedings other than Section 143(1),within 30 days of its determination.++ to acknowledge communications from taxpayers.++ to allot PAN within 15 days of receipt of PAN application.++ to dispose of application seeking extension of time for payment of tax or for grant ofinstalments within one month from the end of the month in which the application is received.++ to issue tax clearance certificate under section 230 of the I.T. Act immediately on the date ofreceipt of application or latest by the following working day.++ to dispose of application for recognition/ approval to provident fund/superannuationfund/gratuity fund within 3 months from the end of the month of its receipt.++ to dispose of application for grant of exemption or continuance thereof to institutions(University, School, Hospital etc.) under section 10(23C) of the I.T. Act within one year.++ to dispose of application for approval to a fund under section 10(23AAA) of the I.T. Actwithin 3 months from the end of the month of its receipt.
++ to dispose of application for registration of charitable or religious trust or institution within 4months from the end of the month of its receipt.++ to dispose of application for approval to Hospitals in respect of medical treatment ofprescribed diseases within 90 days of its receipt.++ to dispose of application for grant of approval to institution or fund under section 80G(5)(vi)of the I.T. Act within six months from the date on which application was made.++ to dispose of application for no deduction of tax or deduction of tax at lower rate as early aspossible but not later than 30 days of its receipt.++ to redress/dispose of a complaint/grievance within 2 months from the end of the month of itsreceipt.++ to dispose of application for transfer of case within 60 days of the receipt of applicationWhat they expect from the taxpayers:++ to obtain PAN/TAN and quote the same correctly in all returns, challans and correspondence.++ to file all statutory returns, completely and correctly well within due dates in properjurisdiction.++ to pay due taxes well in time.++ to quote Bank Account Number, MICR Code and other Bank details in returns of income tofacilitate issue of refunds.++ to be fair and prompt in complying with all proceedings under Direct Taxes Statute.++ to intimate change of address to the Assessing Officer.++ to quote PAN of all deductees in TDS Returns Thanks