The document discusses the Aayakar Seva Kendra (ASK), which is the Income Tax department's flagship project for integrated service delivery and a single point of contact for taxpayers. The ASK represents a single window system for registration of taxpayer applications and returns. It issues unique acknowledgement numbers for applications and tracks requests throughout their lifecycle. The ASK reflects the department's shift from an enforcement-only agency to also being a service provider, in line with recommendations to prioritize taxpayer services and make the department more customer-oriented.

1. Aayakar Seva Kendra
1AAYAKAR SEVA KENDRA
Shankar Bose
Inspector of Income-tax
MSTU, Puri

2. 2AAYAKAR SEVA KENDRA

3. 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. 3AAYAKAR SEVA KENDRA

4. 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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5. Changing face of tax administration –
Changing role and priority
• Providing Quality Tax Payers Services.
• To detect & Penalise Non-compliance.
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6. 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

7. • 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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8. • 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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9. • 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
9AAYAKAR SEVA KENDRA

10. • 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
10AAYAKAR SEVA KENDRA

11. 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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12. Media :
• Radio or Television commercials
• Special Television programmes
• Video Cassettes
• Press Conferences
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Range of Services....

13. Media :
• Radio or Television commercials
• Special Television programmes
• Video Cassettes
• Press Conferences
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Range of Services....

14. • Telephone : Contact
• Telephone Assistance
• Tele Info.
• IVRS
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Range of Services....

15. • Personal Contacts
–Walk in clinics (help centres).
–Tax clinics.
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Range of Services....

16. 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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17. • 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

18. • 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

19. 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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20. 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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21. 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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22. 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. 22AAYAKAR SEVA KENDRA

23. The 4 As
• Attitude.
• Acknowledgement.
• Agreement.
• Action.
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24. Thank You
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