1) Aayakar Seva Kendra (ASK) is a one-stop shop established by the Income Tax Department to provide taxpayer services like processing applications and addressing grievances in a timely manner. 2) ASK aims to improve taxpayer service delivery through a citizen-centric approach as outlined in the Sevottam framework. It serves as a single window for taxpayers to submit documents and track the status of their requests. 3) The Income Tax Department's Citizen's Charter outlines specific timelines for processing various taxpayer services and applications, such as issuing refunds within 9 months or addressing complaints within 2 months. Both taxpayers and the department have certain expectations of each other to facilitate

1. SEVOTTAM( ASK )
What is Aayakar Seva Kendra?
By
Shankar Bose
Inspector of Income-tax
MSTU, Puri

2. SEVOTTAM( ASK )
Aimed at promoting “ Excellence in Service Delivery” through
1. Implementation, monitoring & review of Citizen’s Charter, 2010
2. Receipt, redressal and prevention of public governance
3. 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 wa
to review its existing 1998 Citizen’s Charter. Accordingly the new Citizen’s Charter containing
details of service to be delivered with specific timelines was finalized in March, 2007.
For ensuing continuous improvement in service delivery standards, the 2007 Citizen’s
Charter was reviewed after extensive consultation with all the stakeholders across the country
and 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.

3. Every Aayakar Seva Kendra includes Collection Area, May I help you Desk, Facilitation
Area and a well furnished Lounge for taxpayers, equipped with computers, printers, LCD, PAN
Kiosk, Water Dispenser, Q-Management System, Customized ATM etc.
AAYAKAR Seva Kendra (ASK) is a one stop computerized shop for the taxpayers to
obtain services promised by the Department in its Citizens’ Charter in a time bound manner. In
order 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 not
only 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 which
the return complete in all respects is received.
++ to give effect to appellate/revision order within 45 days from the date of receipt of the
appellate/revision order by the A.O.
++ to dispose of rectification application within 2 months from the end of the month in which the
application 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 of
instalments 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 of
receipt of application or latest by the following working day.
++ to dispose of application for recognition/ approval to provident fund/superannuation
fund/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. Act
within 3 months from the end of the month of its receipt.

4. ++ to dispose of application for registration of charitable or religious trust or institution within 4
months from the end of the month of its receipt.
++ to dispose of application for approval to Hospitals in respect of medical treatment of
prescribed 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 as
possible 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 its
receipt.
++ to dispose of application for transfer of case within 60 days of the receipt of application
What 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 proper
jurisdiction.
++ to pay due taxes well in time.
++ to quote Bank Account Number, MICR Code and other Bank details in returns of income to
facilitate 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