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.
4AAYAKAR SEVA KENDRA

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
13AAYAKAR SEVA KENDRA
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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